Job Description

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IT SERVICE MANAGEMENT (40%):


Service Catalog Development: Design and document a comprehensive service catalog, ensuring all current IT activities are structured as formal services with defined SLAs. Service Engineering: Lead efforts to optimize and standardize service delivery processes across L0, L1, and L2 support teams for improved efficiency and scalability. Continuous Improvement: Implement best practices and ITSM frameworks to enhance service quality, ensure the services are stable, and align IT services with business objectives. ServiceNow Implementation: Familiarity with ServiceNow implementation processes to support ITSM workflows, including incident, problem, and change management, ensuring streamlined service delivery.
LEADERSHIP (20%):


Production Service Management: Oversee production services within banking environments, ensuring high availability, reliability, and adherence to compliance standards. Team Management: Lead and mentor L0, L1, and L2 support teams, fostering a culture of collaboration, high performance, accountability, and continuous improvement. Strategic Vision: Define and drive vision for IT service transformation, ensuring alignment with business priorities and long-term operational goals. Decision Making: Drive decisions involving key stakeholders, resolve service-related challenges, prioritize tasks, and ensure timely delivery of IT services. Performance Management: Monitor team performance against KPIs and SLAs, providing feedback and implementing strategies to enhance productivity and service quality.
COMMUNICATION (20%):


Ensure timely and clear communication and updates, including incidents, to stakeholders including senior management and end users. Bridge communication between technical teams and non-technical stakeholders to provide clarity and context.
STAKEHOLDER & USER ENGAGEMENT (20%):


Collaborate closely with business users to understand needs and minimize incident impact on operations. Support Japanese-speaking stakeholders, ensuring language and cultural alignment. Act as liaison between Singapore and Japan-based teams, and global/regional units during incident management.
Requirements:





EDUCATION:


Tertiary degree in technology from recognized educational institution. Strong understanding of ITSM processes; certification highly preferred.
EXPERIENCE:


10-12 years proven experience managing IT services within large-scale organization, preferably in banking/financial sector. Proven experience managing critical incidents and working with virtual global teams, including Japanese-speaking stakeholders (optional). Experience in IT Service Management, Operations, Infrastructure, or Production Support.
SKILLS:


Good understanding of Service Desk Operations, Escalation Management, Incident Management, and Stakeholder Management. Experience with different tools (e.g., JIRA, ticketing tools). Strong individual decision-making and problem-solving abilities under pressure. Ability to prioritize and multitask effectively. * Excellent interpersonal skills to foster collaboration across teams and regions.