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ITSM Governance and Service Management Lead

CORNERSTONE GLOBAL PARTNERS PTE. LTD.

Pay
SGD 8,000 – SGD 11,000 a month
Where
Central, Singapore
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Your applicationOpen nowITSM Governance and Service Management LeadCORNERSTONE GLOBAL PARTNERS PTE. LTD. · Central, Singapore

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Share of postings closed within
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  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted today

The posting

1. Governance, Permanent Control and Risk Management

  • Represent ISAP in governance forums involving Head Office, Permanent Control, Risk and Audit stakeholders.
  • Coordinate Permanent Control activities across IT Production Services.
  • Monitor the implementation of recommendations arising from audits, inspections, reviews and control assessments.
  • Manage the annual Self-Risk Assessment (SRA) process for IT Production Services.
  • Maintain oversight of risks, mitigation measures and remediation plans, ensuring proper documentation, tracking and reporting.
  • Coordinate follow-up actions arising from internal audits, external audits, regulatory reviews and inspection findings.
  • Support operational teams in complying with Group standards, controls and governance requirements.
  • Prepare governance reports and management dashboards for senior management and oversight committees.

2. RUN Service Management

  • Establish and maintain a service management framework across IT Production Services.
  • Define, monitor and improve operational service management standards, processes, documentation and controls.
  • Conduct periodic quality reviews, control checks and process compliance assessments.
  • Drive initiatives to improve service quality, operational discipline and process adherence.
  • Coordinate service improvement initiatives across Incident, Problem, Change, Configuration and Service Request Management.
  • Monitor service management metrics and communicate performance updates to relevant stakeholders.
  • Identify recurring operational weaknesses and implement corrective and preventive actions.

3. KPI Governance and Service Performance Management

  • Own and coordinate the KPI framework for IT Production Services.
  • Consolidate, analyse and publish operational performance reports and management dashboards.
  • Monitor service performance trends and recommend improvement measures.
  • Ensure KPI definitions, calculations and reporting methodologies are consistent with Group requirements.
  • Facilitate operational performance reviews with Service Managers and relevant stakeholders.
  • Promote data-driven decision-making through performance measurement and actionable reporting.

4. Automation and Operational Efficiency

  • Define and drive the automation roadmap for IT Production Services.
  • Identify opportunities to reduce manual effort, improve service quality and enhance operational efficiency through automation.
  • Lead automation initiatives covering operational processes, controls, reporting, dashboards and workflow optimisation.
  • Drive the automation of service requests using ServiceNow and other approved platforms.
  • Collaborate with operational teams to identify automation opportunities and monitor the benefits achieved.
  • Promote innovation and continuous improvement across IT Production Services.

5. ServiceNow Governance and Tool Evolution

  • Serve as the Control Tower focal point for ServiceNow enhancements and evolution requests.
  • Gather, prioritise and coordinate requirements with Head Office and relevant stakeholders.
  • Support workflow improvements, automation, reporting enhancements and user experience improvements.
  • Coordinate the deployment and adoption of new ServiceNow features and process enhancements.
  • Ensure ServiceNow capabilities remain aligned with operational priorities, governance requirements and Group standards.

6. Business Continuity and Operational Resilience

  • Coordinate Business Continuity Planning (BCP) activities across IT Production Services.
  • Maintain oversight of recovery plans, testing schedules and resilience-related action plans.
  • Coordinate periodic BCP exercises and follow up on resulting improvement actions.
  • Ensure operational procedures and recovery strategies align with Group resilience requirements.
  • Prepare governance reports on business continuity readiness and operational resilience.

7. Knowledge Management and Training Governance

  • Own the Knowledge Management framework across IT Production Services.
  • Ensure operational documentation, procedures, knowledge articles and runbooks remain current, relevant and accessible.
  • Promote knowledge sharing and cross-skilling initiatives across operational teams.
  • Establish documentation quality controls and periodic review cycles.
  • Coordinate awareness campaigns, training initiatives and continuous learning programmes.

8. Quiz and Awareness Programme Management

  • Coordinate mandatory knowledge assessments and quiz programmes.
  • Monitor participation and compliance with knowledge assessment requirements.
  • Develop awareness initiatives supporting operational excellence, governance and risk management.
  • Evaluate programme participation, effectiveness and knowledge retention.

9. Transversal Initiatives and Continuous Improvement

  • Lead and coordinate cross-functional initiatives sponsored by the Control Tower.
  • Facilitate collaboration among operational, governance, support and management teams.
  • Identify opportunities to improve operational maturity, process effectiveness and service quality.
  • Contribute to strategic transformation, efficiency and innovation initiatives.
  • Support the continuous development of the Control Tower operating model and governance framework.

Qualifications and Requirements

Experience

  • 9 years of relevant experience in IT Operations, IT Service Management (ITSM), Service Governance, Service Delivery or Operational Excellence.
  • Strong experience in ITSM governance, operational controls, KPI reporting, quality management and process improvement.
  • Proven experience coordinating audits, risk assessments, remediation plans and compliance activities.
  • Experience driving automation initiatives and operational transformation programmes.
  • Hands-on experience with ServiceNow administration, configuration and ITSM process management.
  • Experience in banking, financial services or other regulated environments is preferred.
  • Experience working with geographically distributed teams and stakeholders in complex organisations.
  • Working knowledge of IT infrastructure, applications and production service environments.

Technical Skills

IT Service Management

  • Strong knowledge of ITIL principles and IT service delivery practices.
  • Understanding of Incident, Problem, Change, Service Request, Service Level, Configuration and Knowledge Management.
  • Experience monitoring service performance, operational controls and service quality.

ServiceNow

  • Minimum 5 years of hands-on experience with ServiceNow and ITSM platform support or administration.
  • Experience with Incident, Change, Problem, Request and Configuration Management Database (CMDB) modules.
  • Knowledge of workflows, notifications, approval processes and user, group and role/access management.
  • Basic understanding of CMDB and Configuration Management principles.

Governance, Reporting and Automation

  • Experience in governance frameworks, risk management, audit coordination and remediation tracking.
  • Strong analytical skills and experience in KPI reporting, dashboards and management presentations.
  • Experience identifying and implementing automation and workflow optimisation opportunities.

Certifications

  • ITIL 4 Foundation certification or equivalent ITIL certification is required.
  • ITIL V3 Expert or ITIL 4 Managing Professional certification is preferred.

Core Competencies

Strong leadership, stakeholder management and influencing skills.

Strong analytical, problem-solving and organisational abilities.

Ability to coordinate multiple initiatives and work effectively with technical, functional and management stakeholders.

Proactive, independent and results-oriented approach.

Strong awareness of governance, risk management and operational controls.

Commitment to continuous improvement and innovation.

  • If you believe you fit the requirements for the role, please submit your application below or drop us an email directly quoting the job title. Due to an anticipated high volume of applicants, we regret that only shortlisted candidates will be notified. The information provided is for recruitment purposes only. Cornerstone Global Partners (EA License Number: 19C9859) is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. (Scarlett) Zhang Jifan [email protected] EA Registration Number: R26159541. Cornerstone Global Partners Pte Ltd (EA License: 19C9859)

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