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TikTok
IT Service Management Manager, APAC
Join TikTok as an IT Service Management Manager in Singapore. Lead ITSM initiatives using ServiceNow, drive improvements, and manage vendor relationships.
Direct Hire
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
August 6, 2025
TikTok is seeking a dynamic and experienced IT Service Management (ITSM) Manager to lead and evolve their IT Service Management framework. This pivotal role will oversee the IT Service Desk team, ensuring consistent, high-quality end-user support and driving continuous improvement through ITIL-aligned processes, automation, and user-centric service strategies. The manager will also manage outsourced service providers and build strong vendor partnerships.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- At least 2+ years of experience in IT Service Management and/or IT Service Desk leadership
- Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice)
- Proven ability to lead support teams and manage high-volume, fast-paced service environments
- Strong analytical, communication, and stakeholder engagement skills
- Experience with service improvement planning and execution
- Proven experience managing outsourced IT services and vendor relationships
Benefits
- Inspiring creativity
- Opportunity to work with a global, diverse team
- Chance to make impact in a rapidly growing tech company
- Continuous learning and innovation
Requirements Summary
The role requires a Bachelor's degree in IT, 2+ years of IT Service Management experience, and hands-on experience with ITSM tools. Strong leadership, communication, and vendor management skills are also essential for success
