Job Description

Job Title: Senior Manager, ITSM Service Management
Department: Global Infra Tech Operations
Location: Malaysia CoE , Bangsar South
Role Value Proposition

• Serves as the primary contact for specific critical services to identified line of business. Provides input for creation of new services and retirement of older services.
• Leads and hold responsibility to develop customer specific solutions and process design to fulfill the customer requirements. This role requires management of all areas of service management on a day-to-day basis and provide leadership to the service management personal in the region.

Responsibilities

• Incident, Change and Problem management reporting and governance, including standard and ad-hoc reporting, analysis of trends, and management recommendations based on established KPIs and SLAs.
• Chair regular review performance meeting with service providers and stakeholders
• Review and ensure that all change requests by managed services partners are according to MetLife standards and meet MetLife process requirements
• Participate in the monthly manager staff meetings to review service delivery reporting package and benchmarking of delivered services
• Collect, consolidate, and analyze materials as necessary to facilitate decision making related to the program and service management investments
• Support standardization, leveraging best practices for the service management delivery process across the organization.
• Oversee MetLife change request progress to ensure they are properly handled according to established procedures
• Monitor any service improvement plans and ensure regular progress from all related parties
• Develop and implement an overall ITSM training strategy and plan
• Collaborate with the managed service provider, responsible for the technical operational support of the ITSM tool, to ensure service excellence and availability
• Establish, plan, schedule and manage Change Advisory Board (CAB) meetings; ensure quality and timely review/approval of change records in accordance with established policies and standards
• Lead the adoption of a Configuration Management Database (CMDB) towards maturity.
• Improve existing ITSM services and processes based on the customers\' feedback and needs.
• Identifies key players, criticalities, roles, and responsibilities.
• Provides guidance to members of the team

Essential Business Experience and Technical Skills Requirements

• Bachelor\xe2\x80\x99s Degree in Computer Science, Information Systems, Business Administration or other related fields or equivalent work experience
• 12+ years of broad IT experience, including application development or infrastructure engineering/support
• At least eight years\' experience in service delivery in an enterprise environment relating to service management
• Strong business acumen with broad exposure to business units
• Experience with IT budget planning processes and chargeback methodologies
• Strong customer relationship skills
• ITIL Certified

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife\'s policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law. For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job. Requisition #: 131114