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Head of IT Service Management

Jakarta Permanent View Job Description
This role oversees end‑to‑end incident and problem management to minimize business disruption and eliminate root causes. You will lead major incidents, drive RCA initiatives, and ensure ITIL‑aligned service excellence across the IT landscape.
  • Lead major IT incidents and problem resolution across the organization
  • Drive ITSM improvements in a growing digital transformation environment

About Our Client

Our client is a leading financial investment company undergoing an accelerated digital transformation journey. They are committed to strengthening their IT service operations and are seeking a seasoned ITSM professional to enhance service reliability and drive continuous improvement.

Job Description

  • Lead the Incident Management process to ensure timely resolution and minimization of business impact.
  • Manage the Problem Management lifecycle, including identifying root causes and implementing permanent corrective actions.
  • Coordinate and lead responses during Major Incidents, ensuring technical teams and business stakeholders stay aligned.
  • Analyze incident and problem trends to proactively prevent reoccurrence and improve service performance.
  • Collaborate closely with cross‑functional teams to ensure ITIL processes (Incident, Problem, Change) are followed consistently.
  • Utilize ITSM tools such as ServiceNow, BMC Remedy, or equivalent platforms to manage workflows and reporting.
  • Provide clear, structured communication and updates to leadership and stakeholders during critical incident situations.
  • Ensure all RCA documentation, post‑incident reviews, and process improvements are completed accurately and timely.

The Successful Applicant

  • At least 5 years' experience in IT Service Management, with strong exposure to enterprise‑level IT operations.
  • Proven track record leading Incident and Problem Management aligned to ITIL best practices.
  • Strong leadership experience during high‑pressure, high‑impact incidents, ideally in complex IT environments.
  • Deep understanding of ITIL processes supported by ITIL v4 Foundation (or higher); additional certifications (COBIT, ISO 20000, Problem Management Specialist) are strong advantages.
  • Skilled in stakeholder communication, conflict management, and cross‑team coordination.
  • Strong analytical mindset with the ability to interpret incident trends and propose strategic improvements.
  • Experience working with enterprise ITSM tools such as ServiceNow or BMC Remedy.

What's on Offer

  • Opportunity to lead critical ITSM functions with enterprise‑wide impact.
  • A strategic role in shaping and improving IT service reliability.
  • Collaborative work environment with strong executive support for IT transformation.
  • Competitive compensation package and career advancement in a rapidly evolving digital organization.
Contact
Fendy Yoesin
Quote job ref
JN-022026-6952525
Phone number
+62 21 2958 8806

Job summary

Function
Information Technology
Sub Sector
IT Support
What is your area of specialisation?
Financial Services
Location
Jakarta
Contract Type
Permanent
Consultant name
Fendy Yoesin
Consultant contact
+62 21 2958 8806
Job Reference
JN-022026-6952525

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.