Service Management

Role & responsibilities

Internal and External Vendor management

• Monitor and ensure SLAs are met, issues escalated and prioritized.
• Monitor and feedback on the effectiveness of services provided by both internal and

external vendor meeting business needs.

• Establish Service Improvement and Analytics
• Contract Management
• IT Incident, Problem and Change Management (Business Applications)
• Manage and communicate with key holders on daily business application operational

support

• Identify operational gaps and drive to ensure closure, both internally and externally
• Engage with Delivery teams to manage cross-functional portfolio of quality activities,

initiatives, service demands, and to share knowledge

• Manage IT Services delivery compliant with Group standard and local regulatory requirements.
• High level understanding of risk related topics and experience in co-ordinating the same

(coordinating assessment like DPRA, Asset risk assessment & Pen Test)

• Understanding of budget management
• Engage with Delivery team and stakeholders to establish service continuity management and

disaster recovery plan management

• Good Understanding of IT process for incident management
• Incident SLA management
• Reporting

Qualification & Experience

• University degree in Computer Science, Management Information Systems or related
• Recommended to have 10+ years of relevant experience in IT operations and Service Management, IT

Project Management & Vendor Management

• Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud

ecosystems

• Exposure to
• Working in multi-national teams and across countries and cultures to achieve solutions
• Setting up OR managing global service delivery in a multinational organization
• Knowledge of escalation procedures, incident management, and other disciplines related to service

delivery

• Working with teams with internal/external suppliers in a multi-suppliers setup.
• PMP /PRINCE2, ITIL Certification
• A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-

oriented with a 'can-do' attitude

• Ability to deliver high-quality results; and takes ownership of initiatives.
• Engaging personality who is able to build and maintain good working relationships and strong professional

Technical

• Strong technical competencies resulting from previous working

experience at expert level within an IT Service Management or support

environment.

• Technical knowledge of on-premises (data centers, virtualization, hyper-

converge, security), cloud ecosystems and basic network technologies

• Experience in ServiceNow and Service Now Configuration management
• Microsoft Office knowledge (Word, Excel, Project, Powerpoint,)
• Basic knowledge about business applications /services in multiple

domains.

Functional / Domain

• Service Management

• Ensures contractual service support requirements are

understood and managed.

• Incident Management

• Maintain and uphold incident management policies and

procedures in accordance with ITIL processes.

• Change Management:

• Process and coordinate change across all environments - Plan,

schedule, co-ordinate and manage end-to-end movement of all

changes through the development lifecycle to the live

environment.

• Problem Management:

• Maintains inventory of problems under analysis and their

current progress and status.