IT Service Governance & Operational Excellence Manager (AI)

Location: Petaling Jaya, Selangor, Malaysia

Company

hirify.global is a global provider of precision instruments and services for laboratory, process analytics, industrial, product inspection, and retailing applications.

What you will do

• Define and execute the IT service governance strategy, roadmap, and maturity framework.
• Establish and improve ITSM processes covering incident, problem, change, request, knowledge, and service catalog management.
• Lead operational excellence initiatives using performance metrics, dashboards, and continuous improvement programs.
• Strengthen governance, risk management, audit readiness, and compliance controls across service operations.
• Partner with regional and global stakeholders to improve service quality, user experience, and business outcomes.
• Identify and implement automation and AI opportunities with appropriate governance and measurable results.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related discipline.
• 8–10 years of experience in IT service management, IT operations, governance, compliance, or operational excellence.
• Experience leading cross-functional transformation, governance, or service improvement initiatives in regional or global organizations.
• Strong knowledge of ITIL-based service management practices and ITSM platforms, preferably ServiceNow.
• Experience with IT governance, risk management, audit coordination, data privacy, and control assurance.
• Strong stakeholder management, communication, and influencing skills. ITIL certification is preferred; COBIT, ISO 27001, PMP, Lean Six Sigma, ServiceNow, and risk or privacy management certifications are advantageous.

Culture & Benefits

• 1.5-month contractual bonus.
• Medical and dental benefits for the employee, spouse, and children.
• Life insurance plan.
• Equal opportunity workplace with a commitment to diversity.