The Technology Governance & Control Team (TGCT) at SMBC Singapore is responsible for overseeing the governance and control of IT system development, IT service management, IT operations and support functions. The team plays a crucial role in ensuring that technology is developed, deployed, and managed responsibly, in line with global technology governance standards and best practices.
We are seeking an experienced specialist who is master in IT Asset Management (ITAM) and IT Service Management (ITSM) domains to lead ITAM & ITSM projects and enhance governance within the IT asset & IT service management domain. The ideal candidate will possess significant experience in ITAM & ITSM, particularly with ServiceNow, and demonstrate a strong process and governance mindset.
Job Responsibilities
1. IT Asset & Service Management Strategy:
o Develop and implement comprehensive IT asset & service management strategies that align with organizational goals.
o Develop a strategic roadmap for the implementation of IT Asset and Service Management across the APAC region, facilitating the globalization of processes and practices in this domain.
2. Project Management:
o Lead IT asset & service management projects leveraging ServiceNow to automate and streamline asset & service management processes.
o Collaborate with cross-functional teams to ensure project deliverables are met on time and within scope, particularly during branch onboarding to ServiceNow.
3. Process Design and Improvement:
o Design, document, and implement standardized processes for ITAM & ITSM, ensuring compliance with industry best practices.
o Continuously assess and improve both ITAM and ITSM processes for efficiency and effectiveness, using methodologies like Lean and Six Sigma.
4. Governance and Compliance:
o Establish governance frameworks and guidelines to ensure compliance with internal policies and regulatory requirements related to ITAM and ITSM.
o Create and maintain documentation for ITAM and ITSM processes, including policies, procedures, and standards.
5. Branch Onboarding Support:
o Facilitate the onboarding process for various branches to ServiceNow for ITSM and ITAM, ensuring smooth transitions and integration into existing workflows.
o Provide guidance and support to branch teams on best practices for using ServiceNow, specifically tailored for IT asset management and IT service processes.
6. Reporting and Analytics:
o Develop and present regular reports on IT asset utilization, lifecycle status, and compliance metrics to stakeholders.
o Utilize data analytics to inform decision-making and optimize ITAM and ITSM practices.
7. Training and Support:
o Provide comprehensive training and support to team members and branch personnel on ITAM & ITSM processes and ServiceNow functionalities.
o Act as a point of contact for ITAM and ITSM inquiries and support, fostering a culture of continuous improvement.
8. Stakeholder Engagement:
o Engage with key stakeholders to gather requirements, identify pain points, and drive process enhancements across ITAM and ITSM.
o Foster strong relationships with branch leaders to ensure alignment and support during onboarding and ongoing operations.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of years of experience in IT asset management and IT service management.
- Proven experience with ServiceNow, particularly in asset management and ITSM modules.
- Strong understanding of IT governance frameworks and compliance requirements in both ITAM and ITSM contexts.
- Excellent analytical, problem-solving, and project management skills.
- Strong communication and interpersonal skills, with the ability to collaborate effectively across teams.
Preferred Qualifications
- ITIL certification or equivalent knowledge in IT service management.
- Experience with Lean, Six Sigma, or other process improvement methodologies.
- Knowledge of current trends in ITAM and ITSM best practices.
Work location: One@ChangiCity
