Head of Service Management

Key Responsibilities:

• Service Excellence: Deliver high-quality IT services by managing performance against key technical KPIs and driving continuous improvement.

• Leadership & Governance: Lead and mentor Service Management teams, ensuring alignment with goals and maintaining strong vendor partnerships for seamless service operations.

• Cross-functional Collaboration: Work closely with Tech, Product, Security, Business stakeholders and Partner to resolve systemic service issues according to the SLA.

• Process Excellence: Optimize and govern ITSM processes (Incident, Problem, Change, Request, Release Management), ensuring alignment with SLAs and regulatory/compliance requirements.

• Operational Analytics: Design dashboards, OKRs, and reporting frameworks to monitor service health, customer impact, and operational efficiency.

• Cost Optimization: Identify opportunities for automation, and tooling improvements to reduce costs and improve service value.

• Employee training and knowledge transfer: to align with ITSM procedures and Workflow process related Service request and Incident escalation.

Qualifications:

• Bachelor's degree in Computer Science, Computer Engineering, or other related fields.

• 7+ years’ experience in IT service management and Strong background in ITIL framework

• Experience in managing and utilizing Jira software and Jira service management

• Technical background to help facilitate in technical discussions

• Outstanding communication and interpersonal skills

• Good English communication skills

• Good document writing skills.