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