IT Service Management Transformation Lead
About the Role
We are seeking an experienced IT Service Management Transformation Lead to design, establish, and continuously improve an enterprise-wide IT Service Management function supporting applications, infrastructure, cloud, security, and digital services.
In this role, you will develop transformation frameworks, strengthen ITIL-aligned processes, and establish effective operational governance across multiple service teams. You will work closely with business and technology stakeholders to ensure service stability, achieve service-level commitments, manage operational risks, and deliver sustainable improvements.
This is a senior, customer-facing position requiring strong ITSM leadership, transformation experience, and the ability to influence multiple teams and service providers.
Key Responsibilities
ITSM Transformation and Strategy
- Develop and implement an IT Service Management transformation roadmap aligned with organizational priorities.
- Design and mature an ITIL-aligned service management operating model.
- Define service management policies, processes, standards, controls, and governance frameworks.
- Assess current capabilities, identify improvement opportunities, and translate recommendations into practical initiatives.
- Align business objectives with technology and service-management solutions.
Service Management Leadership
- Lead end-to-end service management across multiple technology service areas.
- Oversee Incident, Major Incident, Problem, Change, Service Request, Service Level, Knowledge, Capacity, Availability, and Continual Improvement practices.
- Establish clear accountability, escalation paths, and cross-functional ways of working.
- Provide guidance and mentorship to service delivery and process management teams.
Operational Governance
- Lead operational governance forums, including service reviews, incident reviews, problem reviews, and Change Advisory Board meetings.
- Monitor service performance against agreed SLAs and KPIs.
- Present service performance, risks, issues, and improvement plans to senior stakeholders.
- Coordinate service delivery across internal teams, external providers, and geographically distributed teams.
- Manage service risks and escalations proactively.
Major Incident and Problem Management
- Lead the response to critical service incidents and support timely service restoration.
- Coordinate executive and stakeholder communications during major service disruptions.
- Drive post-incident reviews, root-cause analysis, and permanent remediation.
- Identify recurring service issues and implement preventive improvement initiatives.
- Improve service resilience, operational stability, and recovery performance.
Change and Service Improvement
- Govern change enablement and release activities across application and infrastructure environments.
- Ensure appropriate impact assessment, risk evaluation, implementation planning, and stakeholder alignment.
- Identify opportunities for automation, process optimization, and operational efficiency.
- Strengthen knowledge management and promote effective shift-left practices.
- Support the use of intelligent automation and AI-enabled service operations.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
- At least 10 years of experience in IT Service Management.
- At least 5 years of experience leading ITSM functions within a large enterprise environment.
- Strong experience in managed services, application support, infrastructure support, shared services, or IT outsourcing.
- Demonstrated experience designing, establishing, or improving an ITSM operating model.
- Strong knowledge of Incident, Problem, Change, Service Request, Service Level, Knowledge, Capacity, Availability, and Continual Improvement practices.
- Experience managing major incidents, customer escalations, and senior stakeholder communications.
- Experience managing enterprise-scale operations, multiple service providers, or geographically distributed teams.
- Strong analytical, problem-solving, influencing, and decision-making skills.
- Professional proficiency in Thai and English.
Preferred Qualifications
- ITIL Managing Professional or ITIL Strategic Leader certification
- PMP or PRINCE2 certification
- ServiceNow certification
- Lean Six Sigma certification
- Experience with ServiceNow, Jira, CMDB platforms, monitoring and observability tools, and reporting solutions
- Experience supporting automation or AI-enabled service operations
- Experience working within a complex, multi-vendor technology ecosystem
What We Are Looking For
The successful candidate will demonstrate:
- Strong operational and transformation leadership
- Confidence leading through critical incidents and complex service challenges
- The ability to translate strategic objectives into practical service-management solutions
- Strong customer and senior stakeholder engagement
- The ability to influence cross-functional teams without direct authority
- A continuous improvement and data-driven mindset
- High accountability and ownership
- The ability to lead and develop high-performing teams
Bangkok
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