IT Service Management, Senior Leadership

Our client is a well-established organisation operating within a complex, enterprise-scale technology environment, supporting critical business operations across multiple functions. They are seeking an experienced IT Service Management professional to drive service excellence, governance, and continuous improvement across their IT landscape, while aligning service delivery with business objectives and industry best practices.

Responsibilities
This position is responsible for shaping and leading IT Service Management initiatives, with a strong focus on operational effectiveness, stakeholder engagement, and service maturity. The role oversees service desk and service management operations, ensures robust configuration and service performance management, and champions the effective use of the ServiceNow platform. Acting as a key bridge between IT teams and business stakeholders, the role plays a pivotal part in enhancing service reliability, transparency, and customer experience through structured frameworks and data-driven insights.

Requirements
Ideally you should be degree qualified, and bring a strong track record of leading IT service improvement or process optimisation initiatives with clear, measurable results. The role requires a solid understanding of IT service management frameworks such as ITIL, along with familiarity with recognised industry best practices. Hands-on experience with ServiceNow is essential, including the ability to configure, customise, and enhance workflows to support business needs. Applicants should also demonstrate strong problem-solving and analytical capabilities, coupled with excellent communication and interpersonal skills to effectively engage stakeholders at all levels. Relevant professional certifications in IT service management or ServiceNow would be advantageous.

To Apply
Interested candidates, please submit your resume to Grace Lim at gl@kerryconsulting.com. We regret to inform that only successful shortlisted candidates will be notified. License No: 16S8060 Registration no: R1988923