Job description

The Lead – Service Management & Continuous Service Improvement (CSI) role is responsible for overseeing IT service delivery frameworks to maintain high performance and reliability across MAF Global Solutions and MAF Technology. The role establishes and maintains service management frameworks aligned with ITIL and industry standards to ensure consistent, high-quality IT service delivery. It oversees core ITSM processes—including incident, problem, change and release management—ensuring timely resolutions and minimal business disruption. The position drives continuous service improvement by analyzing performance metrics, identifying inefficiencies and implementing enhancements that improve user experience and operational excellence. Responsibilities include leading service performance monitoring and reporting, defining KPIs, developing dashboards and providing actionable insights to leadership. The role collaborates with stakeholders to refine service catalog offerings to ensure alignment between business objectives and IT services, acting as an escalation point for critical incidents with ownership of communication, resolution and follow-up actions. It includes mentoring and leading a service management and CSI team, fostering collaboration, accountability and continuous learning. Additionally, the role ensures compliance and governance by maintaining documentation, conducting audits and embedding service management practices throughout the organization. The position requires a bachelor’s degree in IT, Computer Science, Business Administration or related fields, with a master’s degree preferred. ITIL v4 certification is required, with additional certifications in Lean or Six Sigma advantageous. Strong familiarity with ITSM tools such as ServiceNow, BMC Remedy, Jira or Freshworks and understanding of how DevOps practices integrate with service management is expected.