Support Manager – ITSM & Digital Workplace (EUC)

Location: Petaling Jaya, Malaysia | IT Service Management | Digital Workplace About the Opportunity We are seeking an experienced Support Manager – ITSM & Digital Workplace (EUC) to lead and shape an enterprise-wide IT service management and digital workplace strategy. This is a senior leadership position with responsibility for the organisation's ITSM operating model, EUC platforms, digital employee experience, service transformation and strategic vendor ecosystem . The successful candidate will drive the evolution from traditional technology operations towards a more product-centric, automated and experience-led IT service model . Key Responsibilities ITSM Strategy & Transformation Define and execute the enterprise EUC and ITSM strategy and multi-year transformation roadmap . Act as the senior ITSM functional lead, establishing governance, standards and the ITSM operating model. Drive transformation towards an experience-led and product-centric IT organisation . Champion automation, AIOps, self-service and digital workplace innovation . IT Service Management Own the end-to-end ITSM framework across Incident, Problem, Change, Request, Knowledge, CMDB and Service Transition . Establish and continuously improve enterprise ITSM governance, processes and service standards. Own the strategy, optimisation and adoption of ServiceNow or equivalent ITSM platforms . Drive ITIL maturity, service integration and cross-tower service orchestration. Develop service-performance dashboards covering SLAs, XLAs and employee-experience metrics . EUC & Digital Workplace Lead the modernisation of enterprise End User Computing (EUC) and digital workplace capabilities. Own platforms and services across Google Workspace, endpoints, devices and collaboration tools . Drive device lifecycle strategy, Digital Employee Experience (DEX) and hybrid workplace enablement. Ensure effective integration with technologies such as IAM, Security, Slack, JAMF and Intune . Maintain strong endpoint security, compliance, resilience and operational performance. Service Experience & Operations Drive the transition from a traditional SLA-driven model towards an experience-led/XLA service model . Improve employee onboarding, service responsiveness and workplace productivity. Reduce recurring incidents and continuously improve service quality at scale. Ensure effective service performance and operational governance across the technology environment. Vendor & Financial Management Own strategic relationships with EUC and ITSM managed-service providers and technology vendors . Establish vendor operating models, governance and performance-management frameworks. Drive SLA compliance, cost optimisation and outcome-based vendor performance. Manage budgets and ensure value realisation across EUC and ITSM investments. Leadership & Stakeholder Management Partner closely with HR, Finance, Security and Business teams to deliver an effective employee technology experience. Act as a key point of accountability for enterprise IT service experience. Build and lead high-performing EUC and ITSM teams. Develop future capabilities across AIOps, automation, service design and experience management . Requirements Significant experience leading IT Service Management, EUC/Digital Workplace or Enterprise IT Operations within a large-scale environment. Strong experience establishing or transforming an enterprise ITSM operating model and governance framework . Deep knowledge of ITIL practices , including Incident, Problem, Change, Request, Knowledge, CMDB and Service Transition. Strong experience with ServiceNow or comparable enterprise ITSM platforms . Good understanding of modern EUC and Digital Workplace technologies , including Google Workspace, endpoint/device management and collaboration platforms. Exposure to technologies such as Intune, JAMF, IAM and enterprise security platforms would be advantageous. Experience driving ITSM automation, self-service, AIOps and service transformation initiatives. Strong understanding of SLAs, XLAs, DEX and service-performance management . Proven experience managing large-scale managed services, strategic vendors and service providers. Experience in budgeting, cost optimisation and technology-service value management. Strong senior stakeholder-management and leadership capability. Able to work across Technology, Security, HR, Finance and business functions to drive enterprise-wide change. All applications will be treated with strict confidentiality. Only shortlisted candidates will be notified. Kindly send in your updated CV to ••••@parknpartners.com (EA Licence Number: 25S2710 /Registration ID: R21103665)