Support Manager (FRCS), CASE (Petaling Jaya, MY) @ StarHub Ltd

<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px"><b>Job Description</b></H2> </div><div><p style="margin:0.0cm;line-height:115%"><strong>Role Mission </strong></p> <p style="margin:0.0cm;line-height:115%">Lead and shape StarHub’s digital workplace and IT service management strategy, driving an integrated EUC and ITSM ecosystem that delivers exceptional employee experience, operational excellence, and scalable service delivery. </p> <p style="margin:0.0cm;line-height:115%"> </p> <p style="margin:0.0cm;line-height:115%"><strong>Accountabilities </strong></p> <p style="margin:0.0cm;line-height:115%">Strategic Leadership </p> <p style="margin:0.0cm;line-height:115%">Define and own the enterprise-wide EUC &amp; ITSM strategy and multi-year roadmap </p> <p style="margin:0.0cm;line-height:115%">Act as Head of ITSM, establishing governance, standards, and operating model across BTS/IS </p> <p style="margin:0.0cm;line-height:115%">Drive service transformation toward a product-centric, experience-led IT organisation </p> <p style="margin:0.0cm;line-height:115%"> </p> <p style="margin:0.0cm;line-height:115%">EUC Leadership </p> <p style="margin:0.0cm;line-height:115%">Own enterprise EUC platforms (Google Workspace, devices, collaboration tools) </p> <p style="margin:0.0cm;line-height:115%">Drive modern digital workplace initiatives and adoption at scale </p> <p style="margin:0.0cm;line-height:115%">Ensure endpoint security, compliance, and resilience </p> <p style="margin:0.0cm;line-height:115%"> </p> <p style="margin:0.0cm;line-height:115%">ITSM Leadership </p> <p style="margin:0.0cm;line-height:115%">Own end-to-end ITSM framework (Incident, Problem, Change, Request, CMDB, Service Transition) </p> <p style="margin:0.0cm;line-height:115%">Establish service governance, operating model, and performance management </p> <p style="margin:0.0cm;line-height:115%">Drive ITIL maturity and automation across IT services </p> <p style="margin:0.0cm;line-height:115%"> </p> <p style="margin:0.0cm;line-height:115%">Operational &amp; Financial Ownership </p> <p style="margin:0.0cm;line-height:115%">Accountable for service performance, SLAs, and vendor ecosystem </p> <p style="margin:0.0cm;line-height:115%">Own budgeting, cost optimisation, and value realisation for EUC &amp; ITSM </p> <p style="margin:0.0cm;line-height:115%">Lead large-scale managed services and strategic vendors </p> <p style="margin:0.0cm;line-height:115%"> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="word-wrap:break-word"><H2 style="margin:0.0px">Long Description</H2> </div><div><p>Responsibilities </p> <p> </p> <p>1. Strategy &amp; Transformation </p> <p>Define and execute integrated EUC + ITSM transformation roadmap </p> <p>Drive shift from technology operations - experience-led service delivery </p> <p>Champion automation, AI Ops, self-service, and digital workplace innovation </p> <p>Align with enterprise architecture, security, and business priorities </p> <p> </p> <p>2. ITSM (Head of Function Scope) </p> <p>Establish enterprise ITSM governance model across BTS </p> <p>Define and standardise: </p> <p>Incident / Problem / Change / Request / Knowledge processes </p> <p>Own ServiceNow (or equivalent) strategy and optimisation </p> <p> </p> <p>Drive: </p> <p>Service integration (SIAM if applicable) </p> <p>Cross-tower service orchestration </p> <p>Build service performance dashboards (SLAs, XLAs, experience metrics) </p> <p> </p> <p>3. EUC &amp; Digital Workplace </p> <p>Lead EUC modernisation (GWS, endpoints, collaboration tools) </p> <p>Own: </p> <p>Device lifecycle strategy </p> <p>Digital employee experience (DEX) </p> <p>Hybrid workplace enablement </p> <p>Ensure integration with: IAM, Security, Slack, JAMF, Intune, etc. </p> <p> </p> <p>4. Service Experience &amp; Operations </p> <p>Move from SLA-driven → experience-driven (XLA) service model </p> <p>Drive improvements in: Employee onboarding , Service responsiveness, Workplace productivity, Reduce incidents and improve service quality at scale </p> <p> </p> <p>5. Vendor &amp; Ecosystem Management </p> <p>Own strategic vendor relationships (EUC + ITSM managed services) </p> <p>Define vendor operating model and governance cadence </p> <p>Drive: SLA compliance , Cost optimisation , Outcome-based performance </p> <p> </p> <p>6. Stakeholder &amp; Business Leadership </p> <p>Partner with: </p> <p>HR (employee experience) </p> <p>Finance (budget &amp; value) </p> <p>Security (compliance) </p> <p>Business units (productivity needs) </p> <p>Act as single point of accountability for IT service experience </p> <p> </p> <p>7. Organisation &amp; Capability Building </p> <p>Build and lead high-performing EUC &amp; ITSM teams </p> <p>Define future capabilities: </p> <p>Automation / AI Ops </p> <p>Service design </p> <p>Experience management </p> <p>Develop leadership bench for service management function </p></div></div></div>