Job Description

Senior Manager, ITSM (ServiceNow)

Location: Malaysia
Function: Information Technology / Digital Platforms

About the role

We are seeking an experienced Senior Manager, ITSM (ServiceNow) to lead the strategy, design, implementation and continuous improvement of IT Service Management across a Malaysia-based technology and innovation centre supporting a regional insurance business. You will own the ServiceNow platform and ITSM operating model, helping technology teams deliver reliable, consistent services across multiple markets. Working with business and technology leaders, you will strengthen operational performance, improve user and customer experiences, and enable efficient delivery of insurance services.

Key responsibilities

  1. Set and execute the ITSM strategy and roadmap, aligning platform capabilities, processes and service outcomes with regional business and technology priorities.
  2. Lead the ServiceNow platform lifecycle, including architecture, configuration, integrations, upgrades, release management, governance and platform health.
  3. Own and continuously improve core ITSM practices, including incident, major incident, problem, change, request, knowledge, service catalogue and configuration management.
  4. Establish consistent service-management standards across markets while accommodating relevant local, regulatory and operational requirements.
  5. Work with infrastructure, application, security, operations and business teams to improve service reliability, reduce recurring incidents and strengthen end-to-end service ownership.
  6. Define service performance measures, dashboards and reporting, using data and trends to identify risks, bottlenecks and improvement opportunities.
  7. Lead major incident governance and service reviews, ensuring clear communications, effective escalation, timely recovery and follow-through on corrective actions.
  8. Oversee the ITSM team and ServiceNow delivery partners, setting priorities, developing talent and ensuring effective capacity, quality and financial management.
  9. Manage the ITSM change portfolio, prioritising enhancements and ensuring appropriate design, testing, documentation and adoption.
  10. Promote automation, self-service and workflow improvement to simplify operations and improve the experience of employees and technology users.
  11. Maintain appropriate controls, audit evidence, documentation and risk management in line with company policies and insurance-sector obligations.
  12. Build strong relationships with regional stakeholders and communicate service performance, transformation progress, decisions and risks to senior leadership.

 

Success in the role

Success will be demonstrated through a stable and well-governed ServiceNow platform, improved service performance and user experience, consistent ITSM practices across markets, and measurable reductions in avoidable incidents and manual effort.


Job Requirements

 

Qualifications and experience

  1. Bachelor’s degree in Information Technology, Computer Science, Engineering or a related discipline; equivalent relevant experience may be considered.
  2. Significant experience leading IT Service Management and ServiceNow in a complex, multi-team or regional enterprise environment.
  3. Demonstrated ownership of the ServiceNow platform, including implementation or transformation, platform governance, integrations, upgrades and ongoing optimisation.
  4. Strong working knowledge of ITIL practices and their practical application across incident, problem, change, request, knowledge, service catalogue and configuration management.
  5. Experience managing service performance, operational risk, major incidents, service reviews, improvement plans and executive reporting.
  6. Proven ability to lead and develop teams, manage vendors and delivery partners, and oversee budgets, priorities and service outcomes.
  7. Experience working across multiple countries, business units or stakeholder groups; insurance or other regulated-industry experience is an advantage.

 

Technical and professional capabilities

  1. Strong understanding of ServiceNow administration, platform architecture, workflow design, integrations, data quality and release management.
  2. Ability to translate business and operational needs into scalable ITSM processes, platform solutions and measurable outcomes.
  3. Data-driven approach, with the ability to interpret service metrics and use insights to guide decisions and continuous improvement.
  4. Sound understanding of IT controls, audit requirements, information security and risk management in enterprise environments.
  5. Excellent leadership, communication, facilitation and stakeholder-management skills, including the ability to influence senior leaders.
  6. Strong judgement and problem-solving capability, particularly in time-sensitive service and major-incident situations.
  7. Collaborative, customer-focused and comfortable working in a regional, cross-cultural environment.
  8. Fluent professional English is required; additional regional languages are an advantage.

 

Preferred certifications

  1. ITIL certification at an appropriate level, such as ITIL 4 Managing Professional or equivalent.
  2. ServiceNow certification relevant to platform administration, implementation or architecture.
  3. Additional certifications in project management, service management, cloud or enterprise governance are advantageous.