Job title: Head (Service Level Management)
Job type: Permanent
Emp type: Full-time
Industry: Oil and Gas
Salary type: Annual
Location: Wilayah Persekutuan Kuala Lumpur, MY
Job published: 16-11-2023
Job ID: 50342
Contact name: Suriani Che Daud

Job Description




Job Description:

We are seeking a highly experienced and dynamic individual to join our team as the Head of Service Level Management for Trading Digital. This role is critical in ensuring the smooth and efficient operation of our trading digital systems, providing expert guidance on ITIL framework implementation, and bridging the gap between IT services and the trading business. The ideal candidate will have a strong understanding of the ITIL framework and extensive exposure to how the trading business operates.


Key Responsibilities:


  1. ITIL Framework Implementation:
      • Lead the implementation and continuous improvement of ITIL best practices within the Trading Digital department.
      • Define and maintain Service Management processes, including incident management, problem management, change management, and service level management.


  1. Service Delivery and Availability:
      • Ensure high availability and reliability of trading digital systems.
      • Oversee service delivery, managing the end-to-end lifecycle of services.


  1. Business Alignment:
      • Develop a deep understanding of how the trading business operates and its specific IT service needs.
      • Act as a bridge between IT services and the trading business, ensuring that IT services align with business goals.


  1. Team Leadership:

     Lead and mentor a team of service management professionals, fostering a culture of excellence, collaboration, and continuous improvement.

  1. Vendor Management:

   Manage relationships with third-party service providers and vendors to ensure quality and cost-effective service delivery.


  1. Performance Metrics and Reporting:
      • Define key performance indicators (KPIs) and service level agreements (SLAs) to measure and report on the performance of IT services.
      • Provide regular reports to senior management on service management performance and improvements.



    • Bachelor’s degree in information technology, Computer Science, Business, or a related field. Master's degree or relevant certifications such as ITIL Expert would be a plus.
    • A minimum of 10 – 15 years with relevant experience/ trading background
    • Proven experience in IT service management, with a deep understanding of the ITIL framework and its practical application.
    • Previous experience in the trading industry, demonstrating a solid understanding of trading business processes and systems.
    • Strong leadership skills and the ability to manage and inspire a team.
    • Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
    • Vendor management experience is a plus.
    • Strong problem-solving and analytical skills.



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