Kerja Sepenuh Masa, Information Technology Consultant di Balance Management Consulting Federal Territory - Maukerja

Information Technology Service Management Consultant

Location: WP. Kuala Lumpur / Selangor, Malaysia

Work Arrangement: On-site / Hybrid

Employment Type: Contract

Position Overview

We are seeking an experienced Information Technology Service Management Consultant to provide strategic and operational leadership across IT service delivery, ITSM governance, business relationship management and technology operations.

The ideal candidate will bring extensive experience across insurance, banking, aviation and software delivery environments, with a strong understanding of IT service management, infrastructure operations, IT governance and project delivery. This role will work closely with business stakeholders, technology teams, vendors and regional functions to ensure reliable service delivery, effective governance and successful technology transitions.

The successful candidate will be comfortable operating in complex environments, managing senior stakeholders and leading critical incidents, service transitions, production readiness and go-live activities.

Key ResponsibilitiesIT Service Management & Governance

• Lead and strengthen ITSM processes, governance frameworks and service management practices.
• Oversee incident, problem, change, request and service management activities.
• Establish and maintain service management standards, controls, KPIs, SLAs and reporting mechanisms.
• Identify service delivery gaps and drive continuous service improvement initiatives.
• Ensure IT services are aligned with business priorities, operational requirements and agreed service levels.

Service Delivery & Operational Excellence

• Provide oversight of end-to-end IT service delivery across applications, infrastructure and business technology services.
• Coordinate operational readiness activities for new and enhanced services.
• Drive service catalogue readiness, production readiness and transition-to-operations activities.
• Support major incidents and critical escalations, ensuring structured communication, coordination and resolution.
• Monitor service performance and facilitate corrective and preventive actions.

Business Relationship Management

• Develop strong working relationships with business stakeholders, technology leaders and regional teams.
• Translate business requirements and priorities into practical technology and service delivery outcomes.
• Act as a trusted IT service management advisor to business and technology stakeholders.
• Facilitate stakeholder discussions, service reviews, escalation management and governance forums.
• Ensure stakeholder expectations are clearly understood, managed and communicated.

Change, Transition & Go-Live Management

• Provide governance and oversight for technology changes, releases and service transitions.
• Assess operational readiness and risks prior to production deployment.
• Coordinate cross-functional teams during UAT, implementation, transition and go-live activities.
• Ensure appropriate support models, documentation, service ownership and operational controls are established before production release.
• Drive post-implementation reviews and service improvement actions.

Vendor & Partner Management

• Manage and govern third-party service providers and technology vendors.
• Monitor vendor performance against contractual SLAs, KPIs and service commitments.
• Facilitate issue resolution and escalation between internal teams and external service providers.
• Support vendor governance, service reviews and continuous improvement initiatives.

UAT & Delivery Governance

• Provide governance oversight for User Acceptance Testing (UAT) and business readiness.
• Coordinate business, application, infrastructure and support teams throughout delivery and transition phases.
• Track risks, dependencies, issues and readiness criteria.
• Ensure appropriate documentation, approvals and operational acceptance are completed before go-live.

Key Qualifications & Experience

• 10+ years of experience in IT service management, service delivery, IT operations, business relationship management or related technology functions.
• Strong experience across ITSM governance, service delivery and operational management.
• Proven experience in complex enterprise environments such as banking, insurance, aviation or software/technology organizations.
• Strong understanding of ITIL principles and IT service management frameworks.
• Experience managing incident, change, problem, request and service transition processes.
• Demonstrated experience in production readiness, go-live management, UAT governance and service transition.
• Experience managing technology vendors and third-party service providers.
• Strong stakeholder and business relationship management capabilities.
• Experience working with regional, cross-functional and geographically distributed teams.
• Strong understanding of infrastructure operations, application delivery and technology governance.
• Excellent project coordination, communication and escalation management skills.

Core Competencies

• IT Service Management & Governance
• Service Delivery Management
• Business Relationship Management
• Incident & Escalation Management
• Change & Release Management
• Service Transition & Production Readiness
• IT Operations & Infrastructure Management
• Vendor & SLA Management
• UAT & Go-Live Governance
• Risk & Issue Management
• Stakeholder Management
• Continuous Service Improvement
• IT Governance & Controls
• Cross-functional Leadership

Key Attributes

The successful candidate should demonstrate:

• Strong leadership and stakeholder management skills.
• A calm and structured approach to high-pressure situations and critical escalations.
• Strong governance discipline with a practical, business-oriented mindset.
• Ability to influence without direct authority across multiple teams.
• Excellent communication and executive-level reporting skills.
• Strong analytical, problem-solving and decision-making capabilities.
• A continuous improvement mindset with a focus on service quality and operational excellence.
• Ability to operate effectively across business, technology, vendor and regional stakeholder groups.

Why This Role Matters

This role will play a key part in ensuring that technology services are stable, well-governed, business-aligned and operationally ready. The consultant will help bridge business and technology teams, strengthen ITSM maturity and provide structured leadership across critical service delivery, transition and transformation activities.