Deskripsi Pekerjaan
Are you an experienced IT Service Management leader looking to drive operational excellence within a global technology solutions pioneer? Lenovo PCCW Solutions is looking for a strategic and hands-on Service Management Center Leader to manage our team in Bangsar South, Kuala Lumpur.
In this key role, you will champion operational efficiency and technical governance across our IT landscape. You will oversee a dedicated team focused on continuous event monitoring, high-efficiency production support, and core ITIL-aligned service processes. You will have a direct impact on system reliability, tooling enhancement, and service quality, serving as a trusted partner to both internal teams and external client organizations.
If you thrive in high-availability environments, possess deep knowledge of IT service workflows, and are passionate about cultivating high-performing technical support squads, we invite you to apply.
Tanggung Jawab
- Lead, mentor, and build a high-performing Service Management Center team managing production support, monitoring, and ITIL workflows.
- Oversee and optimize the execution of central ITIL processes including Incident, Problem, Change, and Release Management.
- Drive the definition, monitoring, and analysis of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), delivering precise service reporting.
- Provide strategic direction for the continuous deployment, enhancement, and optimization of IT Service Management (ITSM) toolsets.
- Supervise event monitoring frameworks and robust alerting systems to proactively mitigate system downtime and manage production events.
- Act as an escalation point for high-priority incidents, coordinating root-cause analysis sessions and post-incident process reviews.
- Foster continuous service improvement initiatives to automate manual tasks and elevate service center performance metrics.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related technical discipline.
- 6+ years of professional experience in IT Operations, Production Support, or Service Desk environments.
- At least 3 years in a leadership, team lead, or supervisory role within a modern Service Management Center.
- Certified in ITIL framework (ITIL v3 Practitioner/Expert or ITIL 4 Strategic Leader preferred).
- Demonstrated experience administering and configuring enterprise-level ITSM tools (such as ServiceNow, Jira Service Management, or BMC Helix).
- Outstanding troubleshooting, analytical thinking, and executive reporting capabilities.
- Excellent communication skills with the ability to bridge communication gaps between technical engineers and senior business stakeholders.