NTU is seeking a dynamic and experienced Manager to lead and drive IT Service Management (ITSM) initiatives in alignment with ISO 20000 standards. The successful candidate will be responsible for developing, implementing, and maintaining an effective ITSM framework, ensuring ongoing improvement and compliance with ISO 20000 standards. This role requires close collaboration with cross-functional teams to enhance service delivery, ensuring NTU’s IT systems remain robust, secure and aligned with best practice in service management, security and risk management.

This position offers a unique opportunity to play a critical role in shaping NTU’s IT governance framework, driving compliance, and ensuring excellence in service management.

Responsibilities:

• Lead the implementation of ISO 20000 standards across the organization, ensuring best practices in IT service management.

• Develop, document, and maintain IT service management policies, processes, and procedures in compliance with ISO 20000 requirements.

• Oversee internal and /external audits to ensure compliance with ISO 20000 standards, identifying areas for improvement.

• Conduct staff training and awareness programs to promote understanding and adherence to ITSM and ISO 20000 standards.

• Monitor and report on IT service management performance, ensuring alignment with organizational goals and objectives.

• Collaborate with IT teams, management, and external stakeholders to foster a culture of continuous improvement in service delivery.

• Oversee the incident and problem management processes to ensure timely resolution and minimal disruption in IT services.

• Identify and lead initiatives for process improvements, enhancing service quality and operational efficiency.

• Ensure comprehensive and up-to-date documentation of IT service management policies, processes and procedures.

• Collaborate with ServiceNow team in the development and implementation of the ISO 20000 processes.

Requirements:

• Degree in Computer Science, Computer Engineering, Software Engineering or a related disciplines.

• Certification in ISO 20000, ITIL v4 Managed Professional Transition, CITPM, or CISA would be preferred.

• At least 8 years of relevant IT experience, with a focus on IT governance.

• Proven ability to work collaboratively across teams and lead problem solving initiatives.

• Experience in developing IT policies & procedures, implementing ISO 20000/ITIL, or handling IT audits is an added advantage.

• Familiar with service management tools and frameworks.

• Strong interpersonal and stakeholder management skills.

• A meticulous and detail-oriented working attitude.

We regret that only shortlisted candidates will be notified.

Hiring Institution: NTU