Global IT Service Manager
Singapore , Johor
|Onsite
|Direct hire
Singapore, Johor
|Onsite
|Direct hire
Job ID 8255|Posted Jun 2, 2026
JOB DESCRIPTION
About Horizontal: Established since 2003 in the US, Horizontal solves complex challenges across two distinct businesses: Horizontal Digital and Horizontal Talent. We are consistently recognized for being a top workplace and one of the fastest-growing private companies. Horizontal Talent specializes in staffing for IT, Digital & Creative, and Business & Strategy markets. We have global offices in US, UAE, India, and Malaysia.
Job Description – Global IT Service Manager
Position Summary
We are seeking a seasoned Service Delivery Manager with over 10 years of experience in IT service management and delivery. The role preferable requires an ITIL Advance or Expert-certified leader with a proven track record of driving service excellence, managing high-performance teams, and ensuring IT services align with business objectives. The SDM will own end-to-end service delivery, customer satisfaction, and continuous service improvement across a complex IT environment.
Key Responsibilities
Service Excellence & Governance
Service Team & Service Quality Management
Qualifications & Skills
Education:
Reports to: Senior IT Management / Head of IT Infrastructure
Job Description – Global IT Service Manager
Position Summary
We are seeking a seasoned Service Delivery Manager with over 10 years of experience in IT service management and delivery. The role preferable requires an ITIL Advance or Expert-certified leader with a proven track record of driving service excellence, managing high-performance teams, and ensuring IT services align with business objectives. The SDM will own end-to-end service delivery, customer satisfaction, and continuous service improvement across a complex IT environment.
Key Responsibilities
Service Excellence & Governance
- Lead the delivery of IT services in line with agreed SLAs, OLAs, and KPIs.
- Ensure compliance with ITIL processes, governance frameworks, and industry standards.
- Drive regular service reviews, audits, and performance evaluations.
- Act as the strategic point of contact for senior business stakeholders and customers.
- Manage escalations effectively and maintain high levels of customer satisfaction.
- Translate business needs into IT service outcomes and ensure alignment.
- Oversee Incident, Problem, Change, and Service Request Management processes.
- Manage major incidents, lead root cause analysis, and implement service improvement plans (SIPs).
- Ensure service continuity, risk management, and business impact minimization.
- Champion IT service optimization, automation, and cost efficiency initiatives.
- Lead adoption of best practices, new technologies, and digital transformation in service delivery.
- Establish a culture of proactive service management and continuous improvement.
Service Team & Service Quality Management
- Provide leadership, mentoring, and performance management for service delivery teams.
- Build collaborative relationships across cross-functional and global teams.
Qualifications & Skills
Education:
- Bachelor of Science (BSc) in Information Technology, Computer Science, or related field (Master’s degree is a plus).
- ITIL Expert / Managing Professional certification (mandatory).
- Additional certifications such as PMP, COBIT, ISO 20000, or Agile/DevOps frameworks are advantageous.
- 10+ years in IT service management/delivery roles, with at least 5 years in senior leadership.
- Strong expertise in managing complex, multi-vendor IT environments.
- Demonstrated success in driving service transformation and improvement initiatives.
- Strategic leadership and executive stakeholder management.
- Excellent communication, negotiation, and conflict-resolution skills.
- Strong analytical, governance, and decision-making capabilities.
- Proficiency with leading ITSM tools (ServiceNow, Remedy, ManageEngine, Jira Service Management).
- Strong logical thinking, problem-solving, and team management skills.
- Experience in IT Operation Management , Service Excellence and able to prime business partnering
- Customer-centric leadership.
- Strong governance and accountability.
- Ability to influence at executive level.
- Continuous improvement mindset.
- Resilient, adaptable, and results-driven.
Reports to: Senior IT Management / Head of IT Infrastructure
Horizontal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
Horizontal is committed to taking affirmative action to employ and advance in employment qualified individuals with disabilities and protected veterans. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or participate in the interview process, click here to request accommodation assistance.
All applicants applying must be legally authorized to work in the country of employment.
We're sorry!
Applications from candidates outside of our global target markets are currently not accepted through Job Board - but that could change in the future. We will update Job Board if we expand to your market. Do you have other candidate related questions? Contact us today.
We're sorry!
Applications outside of the assigned country are currently not accepted for this job - but that doesn't mean we can't work with you. Visit our Job Board to view the jobs available within your market.
Access denied.
Users logged in to client accounts are unable to access Job Board. If you are interested in viewing and applying for open jobs, please log out of your current account. If you are a hiring manager interested in viewing candidates available to hire, click below to go to Talent Board.