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