Program Manager - Service Management Transformation

Responsibilities

• Own and drive the service management and service reliability transformation roadmap.

• Define the future blueprint for service management platforms and processes (including evaluation of existing vs. new platforms such as ServiceNow).

• Represent IT operations and work closely with transformation, technology and SME teams to design and implement ITSM processes (aligned to ITIL).

• Lead and coach a small team of project managers (around 4-5 PMs) to deliver the program.

• Oversee project pipeline, funding proposals and executive reporting.

Requirements

• 10-12+ years' experience in IT operations / service management and large‑scale IT transformation.

• Strong program / project management background in infrastructure / IT operations from FI sector preferred.

• Hands‑on experience with ITSM tools (ideally ServiceNow)

• Familiar with ITIL v3/v4

• Proven people leadership and stakeholder management skills.

• Excellent communication skills in English; Mandarin preferred.