Regional IT Service Management (ITSM)

Role Overview

An experienced Regional IT Service Management professional is needed to strengthen and elevate IT service delivery across the APAC region. The position focuses on ITSM governance, service performance, operational discipline, and ongoing improvement, while working closely with regional technology teams, business partners, and external vendors.

The right candidate will bring solid ITIL expertise, a track record of improving service quality, and the ability to deliver reliable operations in a complex enterprise environment.

What You Will Do

• Own and improve core ITIL processes, including incident, problem, change, request, knowledge, and service level management.
• Track service performance against SLAs, KPIs, and operational targets to maintain consistent delivery across the region.
• Coordinate major incident handling, making sure issues are resolved quickly, stakeholders are kept informed, and post-incident reviews are completed.
• Lead continual service improvement work to raise service quality, improve customer experience, and strengthen efficiency.

Governance and Operational Excellence

• Help define and enforce ITSM policies, standards, and best practices for regional teams.
• Run or support Change Advisory Board meetings, operational governance forums, and service review discussions.
• Review service data, spot patterns, and suggest process enhancements to lift operational performance.
• Make sure activities align with internal governance, audit, and regulatory expectations where relevant.

Stakeholder and Vendor Management

• Work in partnership with infrastructure, applications, cloud, cybersecurity, and business teams to keep service delivery running smoothly.
• Collaborate with external vendors and managed service providers to assess service quality and contractual results.
• Prepare recurring service reports, dashboards, and executive-level updates for regional stakeholders.

Service Improvement and Transformation

• Support regional ITSM transformation programs, including automation, workflow improvement, and digital service enhancements.
• Identify ways to simplify operations, increase service efficiency, and lower operational risk.
• Encourage ITIL good practices and a continuous improvement mindset across the organization.

Requirements

• 4–8+ years of experience in IT Service Management in a regional or global enterprise setting.
• Practical, hands-on knowledge of ITIL areas such as incident, problem, change, major incident, and service level management.
• Experience using ITSM tools, especially ServiceNow.
• Strong grasp of IT operations, infrastructure, cloud services, and application support.
• Background in service governance, operational reporting, KPI tracking, and continual service improvement.
• Strong stakeholder management skills and the ability to work across regional technology and business teams.
• Excellent analytical thinking, communication, and problem-solving abilities.

Preferred Experience

• Experience in banking, financial services, or other heavily regulated sectors.
• ITIL v4 Foundation, Managing Professional, or a similar certification.
• Experience supporting technology operations across multiple countries in a regional structure.
• Exposure to automation, workflow optimisation, and operational excellence initiatives.

Additional Information

This role is based in Singapore and is an onsite full-time position. No salary, allowance, or opening count was provided in the source.

Key Skills

ITIL framework, incident management, problem management, change management, major incident handling, service level management, ServiceNow, operational governance, KPI reporting, vendor coordination, continuous service improvement, stakeholder management, regional IT operations.