全职 Manager, Operation - Service Management 工作, 薪水, Malaysia Marine & Heavy Engineering Johor 公司招聘中 - Ricebowl

Work Location: Pasir Gudang

Type of Employment: Fixed-Term Contract (12-months)

JOB PURPOSE

• Ensure Service Stability & Availability: Ensure consistent availability and reliability of business-critical IT systems and services with minimal disruption to operations.
• Deliver Effective IT Service Management: Govern and continuously improve ITIL-based service management processes including Incident, Request, Problem, and Change Management.
• Achieve SLA & Performance Targets: Meet or exceed agreed service level agreements (SLAs) and key performance indicators (KPIs) through proactive monitoring and management.
• Enhance Customer Experience & Stakeholder Confidence: Improve user satisfaction by delivering responsive, transparent, and customer-focused IT services.
• Strengthen Operational Governance & Compliance: Ensure IT operations comply with internal policies, audit requirements, and regulatory standards, with timely closure of findings.
• Optimize Resources & Operational Readiness: Optimize manpower, vendor performance, and operational coverage to support business needs, including high-profile events and 24/7 operational support.
• Drive Continuous Service Improvement: Identify service gaps, risks, and improvement opportunities, and implement initiatives that enhance efficiency, quality, and resilience of IT services.

JOB RESPONSIBILITIES

• Lead and oversee IT operations and service management functions including Service Desk, field support, and on-site support teams.
• Ensure stable, reliable, and secure IT services aligned with business and operational needs.
• Set operational priorities and ensure effective execution of service delivery activities.
• Act as the main escalation point for major IT service issues.
• Own and govern ITIL processes including Incident, Request, Problem, and Change Management.
• Ensure processes are defined, documented, communicated, and consistently followed.
• Chair or oversee Change Advisory Board (CAB) and major incident reviews.
• Drive process maturity and compliance across IT operations.
• Define, monitor, and review service performance KPIs and SLAs.
• Ensure timely and accurate service reporting to IT leadership and management.
• Identify performance gaps and initiate corrective or improvement actions.
• Use data and trends to drive informed operational decisions.
• Engage with business units to understand service expectations and operational challenges.
• Manage stakeholder communication during service disruptions and major incidents.
• Drive a customer-centric service culture within IT operations.
• Represent IT Operations in management meetings and service reviews.
• Manage manpower planning, workload distribution, and operational coverage including 24/7 support where required.
• Oversee vendor service performance and contractual SLA compliance.
• Identify and mitigate operational risks affecting IT services.
• Ensure operational readiness for audits, peak periods, and major events.
• Drive continuous service improvement (CSI) initiatives across IT operations.
• Ensure compliance with internal policies, standards, and audit requirements.
• Oversee closure of audit findings related to IT operations and service management.
• Support strategic initiatives, system upgrades, and service transitions.
• Advise, recommend, and comply with all policies, procedures and technical standards to ensure efficient & effective implementation and operations of ICT department.
• To ensure full compliance with all policies, procedures and standards which may come from any stakeholders such as PETRONAS, MISC, MHB, MMHE and ICT department.
• Manage the performance and development of staff within the section/department
• Construct and communicate clearly defined performance expectations. Review progress against development plans and provide coaching/guidance.
• Identify, coach, and develop subordinates to evaluate their capabilities and competencies levels to become qualified leaders.
• Accountable for service stability, availability, and customer experience while managing operational risks, compliance, and audit requirements. It requires close collaboration with internal stakeholders such as Operations, Security, HR, and vendors, as well as readiness to support high-profile management events and VIP visits. Effective leadership, sound decision-making under pressure, and strong governance are essential to ensure safe, reliable, and compliant IT services in a resource-constrained and high availability environment.

REQUIREMENTS

• Degree in computer science or Information Technology or a technology-related field.
• Minimum 10 years’ experience in ICT. Any ICT certification will be added advantage.