Restaurant Manager at Pokawa overseeing daily operations, staff management, and customer service. Driving team performance and ensuring high standards of product quality in a fast - paced environment.
About the role
- IT Service Manager establishing service management capabilities for application stability. Overseeing incidents, problems, and changes while collaborating with vendors and teams to ensure reliability.
Responsibilities
- Establish and run service management capabilities end-to-end—owning incident, problem, change, service request, and knowledge management.
- Partner closely with application vendors and internal teams to keep services stable, including integrations to Dynamics 365 and Microsoft 365.
- Follow ITIL principles today and run a formal weekly change cadence.
- Run ITIL processes across Incident, Problem, Change, Request, and Knowledge; define SLAs/SLOs and drive MTTA/MTTR improvements.
- Own change governance (CAB/weekly change forum), release calendar, and service readiness for go-lives/maintenance.
- Coordinate with vendors to progress tickets/UAT/production releases and track KPIs to closure.
- Service reliability for core platforms: Microsoft 365, SharePoint, Dynamics 365 CRM and trading systems.
- Major incident & problem facilitation; root-cause, post-incident reviews, and preventative actions.
- Provide excellent IT Service reporting for Technology & LT stakeholders.
Requirements
- 6–10 years in IT service management with ITIL v3/v4
- Practical experience using SaaS service management tools (e.g., ServiceNow, Freshservice, Jira Service Management, Zendesk)
- Excellent facilitation and written communication; clear, calm incident leadership.
- Proactive, enthusiastic self-starter, comfortable working in a fast-moving environment.
- Have a valid right to work in Malaysia or a valid work visa which can be transferred.
- Nice to have Payments/trading experience; FIAT & Digital Asset Administration exposure.
- Basic IT knowledge to include Cloud, security and general infrastructure
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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