Deskripsi Pekerjaan
Are you a seasoned IT professional with a passion for driving service excellence and transforming IT operations? Phillip Capital Group, a premier financial services firm in the vibrant heart of Kuala Lumpur City Centre, is actively seeking a dynamic and strategic Manager - IT Service Excellence to lead and elevate our global IT service management framework.
In this highly visible and impactful role, you will act as the ultimate guardian of IT service quality and reliability. Your primary mission will be to ensure that our complex technology infrastructure and daily operations are delivered reliably, efficiently, and in complete alignment with our aggressive business objectives. As a senior member of the IT leadership team, you will champion and embed ITIL best practices and industry standards across every facet of the organization, fundamentally transforming how we deliver technology support to both internal stakeholders and our valued external clients across the region.
You will take full strategic and operational ownership of the end-to-end IT service lifecycle. This includes the design, implementation, and continual improvement of critical processes such as incident, problem, change, release, and service level management. This role is much more than a technical oversight position; it is a strategic partnership with business unit leaders to proactively drive continuous improvement, optimize operational costs, and implement robust risk mitigation strategies. You will inspire and lead a team of dedicated service management professionals, fostering a high-performance culture deeply rooted in accountability, innovation, and relentless customer-centricity.
At Phillip Capital Group, technology is the absolute backbone of our success in the competitive capital markets industry. We offer a vibrant, fast-paced, and collaborative working environment where your expertise will have a direct and measurable impact on the business's growth trajectory and operational resilience. If you are a proactive, results-oriented leader who thrives on solving complex challenges and setting new standards for IT service excellence, we invite you to apply and shape the future of technology with us.
Tanggung Jawab
- Lead the IT Service Excellence function, establishing a robust governance framework aligned with ITIL best practices to ensure high-quality service delivery across the organization.
- Define, monitor, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for all critical IT services, driving accountability and continuous improvement.
- Oversee the end-to-end lifecycle of major incidents, problems, and changes, ensuring minimal business disruption and effective root cause analysis.
- Partner with business stakeholders to understand evolving requirements, translating them into scalable IT service strategies that support the company's strategic goals in the financial sector.
- Manage the IT service management toolset and processes, implementing automation where possible to increase operational efficiency and reduce manual effort.
- Lead, mentor, and develop a high-performing team of service desk and infrastructure professionals, fostering a culture of excellence and customer centricity.
- Conduct regular service reviews and audits, identifying areas for optimization, risk mitigation, and cost reduction within the IT service portfolio.
- Drive the adoption of industry standards (ITIL, COBIT) and regulatory compliance requirements specific to the financial services industry.
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree is a plus.
- Minimum of 7-10 years of progressive experience in IT service management, with at least 3-5 years in a managerial or leadership role.
- ITIL Foundation certification is mandatory; ITIL Intermediate or Expert level certification is highly preferred.
- Proven experience in the financial services or capital markets industry, with a solid understanding of regulatory requirements.
- Strong vendor management and negotiation skills, with experience managing third-party service providers and contracts.
- Excellent analytical and problem-solving skills, with a data-driven approach to decision making and service improvement.
- Superior communication and stakeholder management skills, with the ability to interact effectively with both technical and non-technical audiences.
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Management) and IT monitoring solutions.