Head of Service Management (Non-FSI)

The Head of Service Management leads the design, implementation, and continuous improvement of IT service management (ITSM) capabilities across the organization, grounded in the ITIL framework. This role is responsible for overseeing vendor performance and contracts, ensuring services meet agreed business outcomes. A key focus is building strong, collaborative partnerships with business stakeholders to ensure services align with and support strategic objectives.

Key Responsibilities:

Strategic Leadership:

• Define and lead the organization’s IT service management strategy, aligning with ITIL best practices.
• Translate ITSM strategy into actionable plans that support business goals and digital transformation.

Business Partnering:

• Act as the primary point of contact between IT service management and key business units.
• Build and maintain strong relationships with stakeholders to understand service needs and expectations.
• Champion a culture of customer-centricity and service excellence.

Service Management Oversight:

• Own the ITSM framework and ensure adherence to ITIL practices across incident, problem, change, request, and service level management.
• Lead the continual service improvement (CSI) process and drive efficiency through automation, metrics, and feedback loops.
• Monitor and report on service performance, user satisfaction, and SLAs.

Vendor Management:

• Oversee third-party service providers and ensure services are delivered in line with contracts, KPIs, and organizational expectations.
• Collaborate with procurement and legal teams during contract negotiations and renewals.
• Hold vendors accountable for service delivery and manage escalations effectively.

Team Leadership:

• Lead and mentor a team of service management professionals (e.g., Service Desk, Service Delivery Managers, Process Owners).
• Foster a culture of collaboration, accountability, and professional development.

Qualifications & Experience:

• Proven experience in a senior IT service management role, ideally in a mid-to-large organization.
• Strong knowledge and practical application of the ITIL framework (v4 preferred).
• Demonstrated experience in vendor management and contract negotiation.
• Background in building business relationships and working with senior stakeholders.
• Experience leading service improvement initiatives and managing across multiple suppliers and platforms.
• ITSM certification (e.g., ITIL Expert, ITIL Managing Professional) desirable.
• Familiarity with service integration and management (SIAM).
• Experience with enterprise service management tools (e.g., ServiceNow, BMC, Cherwell).
• Understanding of Agile/DevOps environments and how they integrate with ITSM.

Argyll Scott Singapore Pte Ltd
EA License No. 16S8105
Koh Ching Wen (Xu Jingwen)
EA Reg No: R1108631