Assistant Director (IT Service Management)

Overview

Lead ITSM initiatives, service desk, ServiceNow, and process improvements.

Key Responsibilities

• cmdb management
• servicenow config
• itsm leadership
• service assessment
• sla management
• service desk

Tasks

-Conduct regular assessments of service management practices and performance, identifying areas for improvement and implementing corrective actions. -Review and enhance configuration management practices to ensure accurate and up-to-date information in the Configuration Management Database (CMDB), improving service dependency and impact mapping. -Collaborate with stakeholders to define and prioritize service management projects and initiatives. -Responsible for leading IT Service Management (ITSM) initiatives and improvements. This includes developing and implementing service management strategies, policies, and procedures that align with industry best practices, as well as driving the practical adoption of service management methodologies. -Drive effective utilization of the ServiceNow platform, including configuration, customization, and enhancements to meet business requirements. -Act as liaison between the service management team, IT teams, and business stakeholders, ensuring effective communication and relationship management. -Oversee the service management team and service desk operations to ensure efficient and effective service delivery. This includes managing day-to-day operations, fostering a culture of excellence, continuous improvement, and customer-centric service delivery. -Collaborate with cross-functional teams to document service level agreements (SLAs), key performance indicators (KPIs), and operational metrics. -You will contribute to the success of upholding our world-class network reliability and drive sustainability

Requirements

• servicenow
• itil
• problem solving
• communication
• bachelor's
• process optimization

What You Bring

-Proven experience in leading service improvement initiatives and driving process optimization, with measurable results. -Proficient in configuring and customizing ServiceNow, including workflows, forms, and integrations. -Experience working in energy sector or a similar field is a plus. -Strong understanding of IT service management frameworks, such as ITIL, and industry best practices. -Excellent problem-solving skills and ability to analyze complex service management issues. -Relevant certifications in IT service management (e.g., ITIL Foundation, ServiceNow Certified System Administrator) are preferred. -Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. -Bachelor's degree in Computer Science, Information Technology, or a related field.

People Also Searched For

Benefits

-Immerse in a positive work environment that promotes/fosters teamwork and collaboration -We provide access to an extensive range of training opportunities and encourage staff to take charge of their personal development

About Sp Group

-It has grown into Asia‑Pacific’s national electricity and gas grid operator. -It owns and runs transmission and distribution networks in Singapore and Australia, underpinning industrial, commercial and residential energy supply. -Its renewable arm develops district cooling, EV charging, solar farms, microgrids and green digital energy solutions across Singapore and the region. -Flagship projects include the world’s largest underground district cooling network in Marina Bay and shared cooling systems in towns like Tampines. -Through joint ventures, it co‑develops major infrastructure like Australia’s Jemena utility assets and STMicroelectronics’ industrial district cooling in Ang Mo Kio.

Sector Specialisms