Senior Manager, ITSM (ServiceNow)

About the role

A technology and innovation centre supporting a regional insurance business in Malaysia is looking for an experienced Senior Manager, ITSM (ServiceNow). You will lead the strategy, design, implementation and continuous improvement of IT Service Management, owning the ServiceNow platform and the ITSM operating model so that technology teams can deliver reliable, consistent services across multiple markets.

Key responsibilities

• Set and execute the ITSM strategy and roadmap, aligned with regional business and technology priorities.
• Lead the ServiceNow platform lifecycle, including architecture, configuration, integrations, upgrades, release management, governance and platform health.
• Own and improve core ITSM practices: incident, major incident, problem, change, request, knowledge, service catalogue and configuration management.
• Establish consistent service-management standards across markets while meeting local, regulatory and operational requirements.
• Work with infrastructure, application, security, operations and business teams to improve service reliability and reduce recurring incidents.
• Define service performance measures, dashboards and reporting, and lead major incident governance and service reviews.
• Oversee the ITSM team and ServiceNow delivery partners, and manage the ITSM change portfolio.
• Promote automation, self-service and workflow improvement, and maintain controls, audit evidence and risk management.
• Communicate service performance, transformation progress, decisions and risks to senior leadership.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Engineering or a related discipline; equivalent experience may be considered.
• Significant experience leading ITSM and ServiceNow in a complex, multi-team or regional enterprise environment.
• Demonstrated ownership of the ServiceNow platform, including implementation, transformation, governance, integrations and upgrades.
• Experience managing service performance, operational risk, major incidents, service reviews, improvement plans and executive reporting.
• Experience leading teams, managing vendors and delivery partners, and overseeing budgets and service outcomes.
• Experience across multiple countries, business units or stakeholder groups; insurance or regulated-industry experience is an advantage.
• Fluent professional English; additional regional languages are an advantage.

Required skills

• Strong working knowledge of ITIL practices and their application across incident, problem, change, request, knowledge, service catalogue and configuration management.
• Understanding of ServiceNow administration, platform architecture, workflow design, integrations, data quality and release management.
• Data-driven approach to interpreting service metrics and guiding improvements.
• Understanding of IT controls, audit requirements, information security and risk management.
• Leadership, communication, facilitation and stakeholder-management skills, including influencing senior leaders.

Preferred certifications include ITIL 4 Managing Professional or equivalent, and ServiceNow certification for platform administration, implementation or architecture.