Service Manager

DFI Team Brief

The Incident/Problem Manager owns and champions the Incident & Problem Management process that will be used across DFIT service operations and serve as a prescribed best practice framework for Country IT and DFIT COE groups to adapt. Furthermore, the manager is responsible for overseeing the governance and driving the cadence of activities, involving the corresponding DFIT COE team in the process of effective Incident & Problem Management.

The Service Manager is accountable for ensuring that the Service Operations meet the Customer business needs and according to agreed-upon Service Levels. He or she must also drive Continuous Service Improvement through periodic joint reviews and leading strategic initiatives that will enhance the Service Portfolio, Customer Experience, and at times, even the IT Solution itself.

Is this your next challenge in Service Management?

Incident/Problem Manager:

• Leads the postmortem discussion after resolution to identify root cause and areas for process improvement.
• Owns the process and the supporting documentation for the Incident and Problem Management process
• Accountable for setting policies and providing leadership and direction for the development, design, and integration of the process as it applies to other applicable frameworks and related ITSM processes being used within DFI Retail Group.
• Organizes problem review meeting with relevant teams and/or Business Unit representatives
• Conduct regular audits to ensure full compliance with the processes, SLAs, and determining potential areas for improvement
• Provide monitoring and reporting against the defined SLAs, KPIs and service improvement plan items
• Understand the ITSM tool's capabilities and limitations while at the same time ensuring that the ITSM process requirements are also satisfied
• Regularly conduct process reviews, revisions and re-approvals, including the communication of process updates
• Conduct process onboarding trainings and refreshers

Service Manager:

• Work effectively across the business, IT and DFSC Teams to ensure speedy resolution to service issues, and strong improvement plans in place
• Ensure that effective service introduction takes place on new projects such that a clear service model is agreed upon, within the design phase of projects, and is properly budgeted or allocated from a headcount standpoint.
• Oversee the implementation of technical enterprise system projects, migrations and roll-out.
• Reviews standards and operating procedure.
• Introduces improvement and enhancement of current operation and practices.
• Communicate and facilitate key design decisions with Business and IT stakeholders.
• Build strong relationships with the Country IT & Business and Group IT key stakeholders. Maintain an effective cadence of Service Portfolio reviews where KPIs are evaluated and other internal performance indicators such as resource utilization.

Do you have experience as a Service Manager?

• Graduate of any IT related course
• At least 9 years of relevant working experience.
• With at least 5 years of total technical leadership experience
• Minimum of 3 years of solid Service and Project Management experience required
• ITIL V3 certification preferred
• Must have very strong verbal and written English communication skills and extremely flexible and adaptive analytical skills that can deep-dive to low level issues or maintain communications and presentation content (as an example) at a high level depending on the audience and the meeting context
• Comfortable interacting and engaging with Senior Management, Directors, and C-Level counterparts in the Customer and Shared Service organizations
• Proficient in any of the widely used ITSM Platforms
• Strong working knowledge of ITIL V3 Incident, Problem, Change and Service Level Management processes
• Working knowledge of Enterprise Application landscape and architecture (preferably, with Retail exposure)

Role Specific Technical Competencies:

• Proficient in creating presentations using MS PPT, along with other related applications.
• Proficient in Microsoft Excel and other related software for Executive Reports and Charts

If you have the right skills and experience, this is an opportunity to build your career with Pan Asia's leading retailer.

DFI Retail Group is an equal opportunity employer and responsible for ensuring that all personal information collected from each Candidate presented to DFI Retail Group is used for recruitment purposes only and the personal data will be kept and handled confidentially. We will retain the applications of candidates not selected for a period of no more than 24 months. The data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management.

To find out more about Our Businesses and Our People, please visit our website:

Issued by The Dairy Farm Company, Limited