IT Service Management Lead

For the past 75 years, MS First Capital has been actively involved in the non-life insurance business both in Singapore and across Asia. Our roots can be traced back to the 1950s where we engaged in writing both personal and commercial lines of non-life insurance business across various classes such as Fire, Engineering, Marine Hull, Marine Cargo, Bond, Professional Indemnity, Motor, Public Liability, Worker's Compensation, Personal Accident and other Miscellaneous Accident. We are a reputable source of cutting-edge insurance options, catering to a diverse range of clients, both individuals and corporate. We are proud that our financial strength rating of 'A+ (Superior)' with 'Stable' outlook has been reaffirmed by AM Best, given our consistently impressive financial performance. We are also recently awarded Top 300 Employer by the Singapore Opportunity Index for our effort in creating meaningful career pathways, fostering inclusive growth, and investing in our employees' potential. This is a perfect gateway into the highly niche sector of non-life reinsurance, part of Singapore's bustling financial services sector. As a wholly-owned entity of the world-renowned Mitsui Sumitomo Insurance (MSI) Group, we are dedicated to developing young talents for our sector. As a member of our young talent pool, you can look forward to comprehensive professional training, sponsorship of professional qualifications, a friendly and collaborative culture and a competitive compensation package. Responsibilities ITSM Process Leadership Lead implementation and continuous improvement of: * Incident Management * Problem Management * Change Management * Release Management * SLA / Service Level Management Define and maintain process frameworks, SOPs, and governance models Establish and monitor KPIs, SLAs, and OLAs Release & Automation Drive automation of software release processes using SVN or similar version control tools Collaborate with DevOps and engineering teams to streamline CI/CD and release cycles Improve deployment reliability through standardization and governance Vendor Management Manage third-party vendors, service providers, and partners Monitor vendor performance against SLAs, KPIs, and contractual obligations Lead vendor governance reviews, escalations, and performance improvement plans Ensure alignment between vendor delivery and business expectations Procurement & IT Asset Governance Oversee IT procurement processes including hardware, software, and services Work with IT leaders on vendor selection, RFPs, contract negotiations, and renewals Ensure cost-effective purchasing and compliance with internal policies Maintain governance around IT asset lifecycle management Operations Excellence & Continuous Improvement Drive service improvement initiatives, automation, and efficiency gains Conduct root cause analysis, PIRs, and trend reviews Ensure adherence to ITIL best practices and audit requirements Stakeholder Collaboration Partner with business, technology, and finance teams Act as escalation point for critical service issues Align IT services with business priorities and outcomes Reporting & Governance Provide executive dashboards on service performance, vendor KPIs, and cost metrics Ensure SLA compliance and customer satisfaction Support internal and external audit requirements Requirements Qualifications Bachelor’s degree in IT / Computer Science or equivalent ITIL Certification (preferred) Salary offered to the final candidate will be commensurate with his/her experience level, the salary range stated in this job posting is strictly a guide Domain & Process Strong hands-on experience in ITIL processes and ITSM frameworks Proven expertise across Incident, Problem, Change, Release, SLA management Experience in vendor governance, procurement lifecycle, and IT financial management Industry Experience Experience in the Insurance industry Understanding of insurance platforms, operations, and regulatory needs Technical Knowledge Strong understanding of: * Database systems * Networking fundamentals * End User Computing (EUC) * RPA tools and concepts Experience with SVN or similar tools for release/version control automation Tools ITSM tools (ServiceNow, Remedy, ManagedEngine, etc.) Familiarity with procurement tracking tools Soft Skills & Competencies Excellent communication and stakeholder management Strong commercial acumen (cost, vendor negotiation, contracts) Highly analytical and detail-oriented Hands-on individual contr…