Program Manager - Service Management Transformation
About the job
Responsibilities
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Own and drive the service management and service reliability transformation roadmap.
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Define the future blueprint for service management platforms and processes (including evaluation of existing vs. new platforms such as ServiceNow).
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Represent IT operations and work closely with transformation, technology and SME teams to design and implement ITSM processes (aligned to ITIL).
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Lead and coach a small team of project managers (around 4-5 PMs) to deliver the program.
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Oversee project pipeline, funding proposals and executive reporting.
Requirements
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10-12+ years' experience in IT operations / service management and large‑scale IT transformation.
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Strong program / project management background in infrastructure / IT operations from FI sector preferred.
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Hands‑on experience with ITSM tools (ideally ServiceNow)
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Familiar with ITIL v3/v4
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Proven people leadership and stakeholder management skills.
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Excellent communication skills in English; Mandarin preferred.
