Job Description

Job Title

Assistant Manager, Enterprise Service Management

Reports To

Lead, Enterprise Service Management

Role Purpose

Delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business need.

Key Accountability

• Maintain high performing IT service support functions
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Manage Malaysia Airlines IT Service Desk, Incident Management, Problem Management and Service Request processes
• Responsible of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

• Degree in Computer Science/Information Systems, Business Management and/or related field with 3-4 years working experience in IT operation support and management

• Business process acumen
• Strong oral and written communication, facilitation and negotiation skills
• Customer service focus & Good problem-solving ability. Certification in ITIL is an advantage
• Strong leadership, planning and organising skills

• Developing and managing a service portfolio that is practical for the business changing environment and diverse IT culture
• Alignment of existing vendor contracts and/or service level agreements with business expectations of IT service delivery to support their processes and goals
• Managing the knowledge transfer from Vendor to Internal Resources Ensuring system availability is highly available while running on obsolete infrastructure