Head of Service Management The1

2 weeks ago


Pathum Wan, Bangkok, Thailand Central Group (Supporting Unit) Full time

Key Responsibilities

  • Ensure high-quality IT service delivery, aligned with SLAs and technical KPIs, with a focus on continuous improvement
  • Lead and mentor the Service Management team; maintain strong vendor and stakeholder relationships
  • Work with Tech, Product, Security, and Business teams to resolve systemic service issues and drive alignment
  • Govern and optimize ITSM processes (Incident, Problem, Change, Request, Release Management)
  • Develop OKRs, dashboards, and reporting tools to track service performance and customer impact
  • Identify opportunities for automation and tooling enhancements to improve service value and reduce costs
  • Ensure teams follow ITSM workflows, including incident escalation and service request handling

Qualifications

  • Bachelor's degree in Computer Science, Computer Engineering, or related field
  • 10+ years' experience in IT Service Management with a strong foundation in the ITIL framework
  • Hands-on experience with Jira Software and Jira Service Management
  • Technical understanding to participate in technical discussions and evaluations
  • Excellent communication, documentation, and stakeholder engagement skills
  • Strong English communication skills, both written and verbal (English interview)


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