• Strong understanding of ITIL framework and ITSM best practices with Knowledge of service governance, risk management, compliance, and operational controls.
• Experience with industry-leading ITSM platforms, any one: ServiceNow / BMC Remedy / ManageEngine / Jira Service Management.
• Excellent verbal and written communication skills.
• Strong stakeholder management and negotiation capabilities.
• Analytical mindset with the ability to identify trends, solve complex problems, and make data-driven decisions.
• Strong facilitation, presentation, and influencing skills.
• Ability to work independently while managing multiple priorities in a dynamic environment.
• Understands SLAs, OLAs, and KPIs; monitor service performance and drive continuous improvement.
• Support vendor and contract governance.
• Act as point of contact for senior business stakeholders and customers and manage escalations effectively and maintain user satisfaction.
• Participate and Conduct awareness sessions on IT governance and service management best practices. 
• Knowledge in Facilitating CAB (Change Advisory Board) processes and ensure robust change control.
• Ability to Manage major incidents and lead root cause analysis.
• Drive regular service reviews and audits.
• IT service optimization, automation and lead adoption of best practices.

What we look for

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum 5 years of hands-on experience in IT Service Management (ITSM).
• Demonstrated expertise in one or more of the following disciplines:

Incident Management
Problem Management
Change Management
Request Management
Service Catalog Management
Configuration Management
Knowledge Management
Service Desk Operations

Please contact Ronald Heon Lon Yip for further information via RONALD.YIP@AMS-OSRAM.COM or +60 (4) 3053363.