Job Description

Service Management Lead

Who we're looking for

Reporting to the IT Manager - Service Management APAC, the responsibility of the Service Management Lead will be to ensure consistent, high quality delivery of IT Services to the business by enforcing the Global Service Management principles across the APAC region.


The role will primarily cover a range of ITSM processes, which includes but not limited to Incident Management, Request management, Change management, Problem Management, Catalogue Management, Major Incident Management, Service Transition, Hardware Asset and Configuration Management, ensuring alignment to global standards whilst doing so.


The role will cover from the APAC start of day and requires a flexible and priority driven work approach as service escalations will require immediate response. Some activities may need to be performed outside core business hours, and include being on-call during weekends and public holidays. The candidate will be expected to work collaboratively with other colleagues, both locally, within region and globally.


Vendor management skill is key, given our multi-vendor and outsourcing strategy. Good communication skill is a must, both to business users and Technology groups.


The candidate will be expected to design, manage and on-board services and processes through Continual Service Improvement, and play an instrumental delivery role within projects or BAU initiatives.

About Schroders

We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future.




We have around 4,000 people on six continents. And we've been around for over 200 years, but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper.

The team

IT at Schroders is not just about technology; it's about problem solving using cutting edge technology to support the business and deliver high end solutions. We encourage innovation and value excellence. We are a global function that's managed locally with our partners, and this allows us to develop and deploy systems and processes across our international offices. To learn how we've grown, explore our interactive timeline to see how we've been shaping financial futures since our very beginnings.


The SITIS team provides Information Security services, high quality support and change capability for all infrastructure and support service components both in Singapore and across the Asia-Pacific region, working closely as part of the global team.

What You Will Do

Responsible for ITSM processes and related services across the APAC region Track and drive SLA compliance for all incidents and requests, flagging trends with the responsible internal or outsourced teams Conduct problem investigation, drive outstanding problem task to closure Manage global Major incidents during APAC time zone Facilitate on boarding of new services to be ready for production support Have an oversight of change records and drive process adherence and improvement Tooling administration, keep components updated, such as Dashboards, Service Catalogue and CMDB Be an advocate for the Global IT Service Management team by enforcing global standards and processes, yet ensuring they meet APAC requirement by participating in the improvement of global process Work with Global teams, functional owners and outsourced teams to deliver consistent service throughout the APAC region. Actively seek areas for proactive improvement which realise efficiencies or improve the service delivery offering. Produce service governance materials and assist in representation of IT to the business. Vendor management in a multi-vendor, outsourced environment

The Knowledge, Experience and Qualifications That You Need

Have a history of working in a mission-critical environment. Background in financial services or similar regulated industry. Advanced knowledge of ITIL Service Operation processes, and broad understanding for the rest of ITIL framework processes, and associated toolings. Demonstrable track record of working in a Service Management function of at least 3-5 years. Exposure to a broad range of infrastructure and end user related technologies. A general appreciation of infrastructure and application architecture. Previous experience in managing major incident management, incident and request management, SLA management, problem management, change management Previous usage / administration of ServiceNow toolset. Positive attitude capable of remaining positive when under pressure. Excellent verbal and written communication skills, able to work collaboratively in a regional team, and managing strategic outsourcing relationship. A flexible approach to working hours as evening and weekend escalated on-call work is required. Good problem solving skills. Ability to deal credibly with business, technical users at all levels of the organisation. Strong multi-tasking abilities. Someone who can operate in a fast changing environment and take ownership. Someone who will challenge the status quo and improve the overall user experience. Strong organisational and time management skills. Experience working in a matrix managed environment. Ability to work as part of a team across time zones and to share information with the wider team. An inquisitive thinker, with attention to detail. Strong vendor management skills, managing outsourced services.

The Knowledge, Experience and Qualifications That Will Help

An understanding of asset management business and processes. Previous experience working in a Service Management function Exposure to broad range of infrastructure such as Wintel, Database, Networking technologies, Cloud, automation, VDI and enterprise storage solutions.

What you'll be like

A keen team player with the ability to work across time zones and culture Desire to care about the details Committed to deliver innovative and quality service A great problem solver Self-motivated and enthusiastic Able to be flexible and work under pressure and with tight deadlines Willing to learn and willing to train

We're looking for the best, whoever they are

Schroders is an equal opportunities employer. You're welcome here whatever your sex, marital status, ethnic origin, sexual orientation, religious belief or age.