ITSM ServiceNow Lead

1 week ago

Singapore APAR TECHNOLOGIES PTE. LTD. Full time $90,000 - $120,000 per year
Job Description

Key responsibilities
  • Lead the end-to-end ITSM and ServiceNow implementation project.
  • Govern and oversee ITIL-based processes and ensure alignment with customer expectations.
  • Manage the ITSM process team and ServiceNow developers, acting as the engagement lead.
  • Ensure CMDB governance and alignment with SACM and CSDM frameworks.
  • Drive continual improvement initiatives and SLA/KPI compliance.
  • Act as the primary point of contact for client escalations and strategic discussions.
  • Conduct client workshops, service reviews, and training sessions.
  • Prepare and present reports, dashboards, and operational reviews to stakeholders.
  • Collaborate with PMO, tower leads, and global delivery managers to ensure project success.
  • Promote a culture of continuous improvement and operational excellence.
Must have skills
  • 8 years of experience in ITSM area that include supporting the customers in Strategy, Consulting Operations and Improvements.
  • Proven experience in implementing and governing ITIL processes - Incident, Problem, Change, Request, Service Level, Asset, Configuration Management, etc.
  • Should have good functional knowledge and understanding on Servicenow platform mainly ITSM & ITOM modules.
  • Excellent communication, stakeholder management, and cross-cultural collaboration skills.
  • Ability to translate business requirements into process and technical solutions.
  • Experience in managing global delivery teams and vendor coordination.
  • Proficiency in creating client documentation, reports, and presentations.
Good to have skills
  • Experience of leading ServiceNow implementations, especially ITSM and ITOM modules.
  • ITIL Intermediate or Expert Certification.
  • ServiceNow CSA certified.
  • Experience with tools like JIRA, Confluence, MS Project.

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