Senior Manager, IT Service Management & Operations Support at World Vision

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

17 Dec, 25

Salary

0.0

Posted On

18 Sep, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Cloud Platforms, ITIL, Operational Excellence, Data Analysis, Cross-Functional Collaboration, Agile Principles, Lean Practices, Customer-Centric Approach, Service Delivery, Change Management, Incident Management, Problem Management, Cybersecurity, Service Level Management, Global Operations

Industry

Non-profit Organizations

Description

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith. Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories! Key Responsibilities: IMPORTANT INFORMATION: All CVs should be submitted in English. This position is open to candidates based in countries where World Vision International is legally registered to operate. JOB PURPOSE: The Senior Manager – ITSM and Operations Support provides strategic leadership for the design, implementation, and continuous improvement of IT service management processes in a cloud-centric environment. This role ensures that service delivery across infrastructure, cloud platforms, and applications is standardized, resilient, and aligned with ITIL best practices established by Operational Excellence. Collaborating across global technology functions and regional support teams, the Senior Manager drives operational excellence, service performance, and customer satisfaction. By embedding a culture of continuous improvement and data-driven decision-making, this role ensures that digital services remain responsive, scalable, and mission-aligned for field and office contexts alike. KEY RESPONSIBILITIES: Lead the implementation and adoption of ITSM processes such as incident, problem, change, and service level management in alignment with frameworks defined by the Operational Excellence team. Oversee end-to-end service delivery across infrastructure, cloud platforms, and application teams to ensure consistent performance and user satisfaction. Drive operational maturity through the implementation of service level management, change control, incident, and problem management frameworks. Collaborate across GTD business units to ensure alignment of service processes with cybersecurity, architecture, cloud, and field IT teams. Collaborate with the Operational Excellence team to provide field-level insights and feedback that inform ITSM process evolution and continuous improvement efforts. Champion a customer-centric approach to IT services, ensuring support is responsive to the needs of both field and office staff. Utilize data and analytics to identify trends, track KPIs, and inform service improvements and resource planning. Lead service governance and manage escalations to ensure timely resolution of critical service issues. Promote and coach Agile and Lean practices to support adaptive, iterative delivery of service improvements. Support global operations and regional service teams to ensure scalable and context-sensitive delivery in diverse environments. KNOWLEDGE/QUALIFICATIONS FOR THE ROLE: Bachelor’s degree in Computer Science, Information Systems, or a related field. Demonstrated proficiency in written and verbal communication in English. Proven leadership in ITSM and service operations within complex, cloud-enabled IT environments. Deep knowledge of ITIL and practical experience implementing service management frameworks at scale. Strong analytical and service performance monitoring skills, with ability to interpret data into actionable insights. Demonstrated success in cross-functional collaboration, particularly across infrastructure, cloud, application, and cybersecurity teams. Experience supporting distributed global teams, with understanding of the challenges in field and humanitarian settings. Familiarity with Agile and Lean principles, with a focus on iterative service improvement and operational efficiency. Effective communication and stakeholder engagement skills across technical and non-technical audiences. Security-first mindset and awareness of compliance requirements in global IT operations. Applicant Types Accepted: Local Applicants Only Our vision for every child, life in all its fullness. Our prayer for every heart, the will to make it so. As a global Christian relief, development and advocacy organisation, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith. Learn more about our work at wvi.org. Our organisational culture reflects a "Partnership" of World Vision offices in 100 countries and 33,000+ staff working towards one vision: life in its fullness for every child. A career with World Vision is a God-given calling, and we believe that every staff member has been brought to World Vision for God’s purposes. Whether working from home, in an office, or with children and community members, we celebrate and embrace each staff member’s diverse background and talents – knowing that together, we can make a difference. Together, #WeAreWorldVision. Learn more about our culture. Our people are our greatest asset. Each staff member brings their unique experience and God-given talents to the organisation – and in return World Vision provides employees a competitive "Total Rewards" package tailored to the context in which they work. Learn more about benefits. Have questions about applying to a job with World Vision? See our Frequently Asked Questions.

Responsibilities

The Senior Manager – ITSM and Operations Support provides strategic leadership for the design, implementation, and continuous improvement of IT service management processes. This role ensures standardized and resilient service delivery across infrastructure, cloud platforms, and applications, aligned with ITIL best practices.