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4 дня назад

Manager I, Service Management Solution (ITSM)

Формат работы
onsite
Тип работы
fulltime
Грейд
lead
Английский
b2
Страна
Malaysia
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR

Manager I, Service Management Solution (ITSM): Managing the IT Service Management platform and business analysis function to enhance internal technology experiences with an accent on backlog prioritization, vendor management, and delivery governance. Focus on translating business needs into technical specifications, leading L1-L2 support teams, and integrating AI tools to optimize operational efficiency.

Location: Onsite at hirify.global's office in Petaling Jaya, Malaysia

Company

hirify.global is Southeast Asia's leading superapp providing a wide range of services including food delivery, financial services, and transportation.

What you will do

  • Oversee the ITSM platform to ensure effective operation and continuous improvement.
  • Lead the L1-L2 support team, fostering a collaborative work environment.
  • Translate stakeholder requirements into structured IT specifications and high-value user stories for the vendor backlog.
  • Manage relationships with ITSM platform and service vendors to ensure performance aligns with company goals.
  • Oversee budget and commercial management to improve resource allocation and financial efficiency.
  • Govern SIT and UAT processes to validate end-to-end data flow and integrity before go-live.

Requirements

  • Minimum 7 years of experience in Service Management Solution or a relevant domain.
  • Strong knowledge of ITSM processes, controls, and best practices.
  • Sound understanding of the System Development Life Cycle (SDLC).
  • Ability to translate business needs into structured, delivery-ready requirements.
  • Experience in agile delivery, sprint planning, and UAT.
  • Demonstrated experience using AI tools or AI-assisted coding to improve workflow efficiency.

Culture & Benefits

  • Comprehensive Medical and Term Life Insurance.
  • hirify.globalFlex personalized benefits package tailored to individual needs.
  • Parental, Birthday, and LASA volunteering leave.
  • Confidential hirify.globalber Assistance Programme for employee well-being.
  • FlexWork arrangements, including differentiated working hours.

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