head of it service management / itsm

about the job.

• Lead end-to-end IT service management practices across global internal teams and external managed service providers to drive service stability and ITIL adoption.
• Oversee critical ITSM functions, including Major Incident Management, Change Management, Problem and Root Cause Analysis, Knowledge Management, and Continual Service Improvement (CSI).
• Own the enterprise-wide ITSM governance model, operational reporting framework, and maturity roadmap to provide executive leadership with actionable service insights.
• Direct and coach ITIL practice leads, setting process standards, risk management controls, and vendor accountability metrics across multi-supplier IT environments.
• Drive operational disruption reduction initiatives by analyzing incident trends, root cause data, and change failures to build long-term stability strategies.

skills and experience required.

• Minimum 10 years of senior global leadership experience managing IT service management, service operations, or IT governance within complex enterprise environments.
• Deep operational expertise in driving ITIL framework adoption across internal IT resolver groups, managed service providers, and strategic vendors.
• Proven track record of managing ITSM practice owners and governing core ITIL processes (Incident, Change, Problem, Knowledge, and CSI).
• Strong capability in designing executive-level operational reporting, defining ITSM metrics, and utilizing operational data to remediate service vulnerabilities.
• Hands-on experience with enterprise ITSM platforms (e.g., ServiceNow) and familiarity with SIAM, multi-vendor management, or Lean/Six Sigma frameworks.

To apply online please use the apply function, alternatively you may contact Chloe Chen at chloe.chen(@)randstad.com.sg. (EA: 94C3609 /R1768253)