Managed Service Management (MSM) Senior Executive

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MSM Senior Executive is responsible to oversee the overall ITSM disciplines across APAC MSBU - Government organization. He/She is required to lead and collaborate with all individual process owners within IT Service Management (ITSM) System, ITSM Technical implementers and developers and service delivery team to coordinate service delivery initiative and maintain and effective IT Service Management System. He/She is also required to manage training programs for MSBU staff and customers’ end users.


  • Responsible to lead & support the ITSM committee and process owners
  • Manage training programs for MSBU staff and customers’ end users. Such trainings may include, but not limited to:
    • Internal - ITIL Foundation, ITSM process workshops, Basic MSBU, softskills & leadership and
    • External - End User workshops.
  • Manage the development, implementation, practice and maintenance of a suite of ITIL-aligned IT Service Management (ITSM) processes to achieve effectiveness and efficiency in the delivery and support of the infrastructure and services
  • Develop ITSM process controls and monitor the conformity to the ITSM suite of processes by Service Delivery Management team
  • Identify/facilitate the identification of areas for process improvement to ensure the continual suitability, adequacy and effectiveness of the processes
  • Demonstrate leadership on task performance to those process owners with less experience
  • Schedule and facilitate regular ITSM Committee meetings for Management
  • Representative to review its ITSM Service and process control performance, discuss service/ operation risks, conformity to ISO 20000 SMS/contractual requirements and review the progress and effectiveness of corrective/improvement plans
  • Identify and/or modify existing tools to facilitate process management
  • Initiate a corporate “Best Practice” campaign that include education to the business units and training to the IT support teams to reinforce the cultural change necessary to support this more disciplined approach of the process
  • Ensure all documented information are adequately documented and updated for suitability and available for audit purposes or at all times where desired by business needs
  • Responsible to ensure issues of process deficiencies due to service and/or quality factors be investigated, improved, documented and retained
  • Any other ad-hoc duties as required or assigned


  • Diploma / Degree in IT/Computer Engineering/Computer Science
  • Trainer’s certification eg ACTA, CPLP, CPTM, CTP preferred
  • ITIL Foundation V3/V2011 certification (preferably with at least one ITIL Intermediate certification)
  • At least 4-6 years of Service Transition/Operations experience, out of which at least 2 years should be in a supervisory and/or trainer role in IT Managed Services environment preferably from a vendor’s perspective
  • Good business acumen with sufficient knowledge & experience in the 5 ITIL Phases: Service Strategy, Service Design, Service Transition, Service Operations & Continuous Service Improvement.
  • Good communication skills, interpersonal and analytical skills are essential
  • Must be self-disciplined and possess integrity to uphold the reputation of APAC MSBU business
  • Ability to work on own initiative and actively participate in team collaboration
  • Hands on Experience in Remedy, HPSM or ServiceNow is preferred.
  • Possess a service and solution oriented approach
  • Very strong organization and time management skills
  • Must be enthusiastic, articulate and eager to learn
  • Open to flexible work conditions (less than 25% of the time) to ensure the availability of services and the timely delivery of solutions
  • Ability to maintain good working etiquette at all times


General CV submission 


Country: Singapore
Employment Type: Full time
Salary: Open