Job Description

Who we\xe2\x80\x99re looking for

We\xe2\x80\x99re looking for an experienced service management lead to join the APAC team. This role will report into 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.

You will 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 Integration, 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. You will need to work collaboratively with other colleagues, IT suppliers and partners; both locally, within region and globally. Good communication skill is a must, both to business users and others within Global Technology.

This role will be expected to design, manage and onboard services and processes through Continual Service Improvement and play an instrumental delivery role within formal projects or BAU initiatives.

About Schroders

As a global investment manager, we help institutions, intermediaries and individuals meet their goals, fulfil their ambitions, and prepare for the future. But as the world changes, so do our clients\' needs. That\'s why we have a long history of adapting to suit the times and keeping our focus on what matters most to our clients. Our corporate purpose is to invest actively and responsibly to create better futures for our clients.

Doing this takes experience and expertise. We bring together people and data to spot the trends that will shape the future. This provides a unique perspective which allows us to always invest with conviction. We are responsible for \xc2\xa3731.6 billion (\xe2\x82\xac871.3 billion/$990.9 billion) * of assets for our clients who trust us to deliver sustainable returns. We remain determined to build future prosperity for them, and for all of society. Today, we have 5,600 people across 37 locations across Europe, the Americas, Asia and the Middle East who focus on doing just this.

We are a global business which is managed locally. This allows us to always keep our clients\' needs at the heart of everything we do. For over 200 years and more than seven generations we\'ve grown and developed our expertise in tandem with our clients\' needs and interests.

The team

You\xe2\x80\x99ll be part of the End User & Production Services (EPS) team that provides high quality support and project/change capability for all infrastructure and service components both in Singapore and across the Asia-Pacific region and working closely as part of the global team.

What you\xe2\x80\x99ll 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 operation leads across Global Technology
• 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 IT teams, functional owners and vendors 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.

The knowledge, experience and qualifications that you\xe2\x80\x99ll need

• Certified in ITIL Foundation with minimum 3 years experience in an IT Service Management role
• Experience working in financial services or similar regulated industry.
• Experience covering major incident management, request management, SLA management, problem management and change management
• Experience in ITIL Service Operation processes, ITIL framework processes and associated toolings.
• Exposure to a broad range of infrastructure and end user related technologies.
• A general appreciation of infrastructure and application architecture.
• Experience in ServiceNow toolset.

The knowledge, experience and qualifications that will help

• An understanding of fund management business and processes
• Experience working with commercial or in-house application packages that support the asset management industry
• Experience working on broad range of infrastructure such as Wintel, Database, Networking technologies, Cloud, automation, VDI and enterprise storage solutions.

What you\xe2\x80\x99ll be like

• A keen team player with the ability to work across time zones and culture
• Capable of remaining positive when under pressure
• Flexible to work on evenings and weekend when escalation on-call work is required.
• An inquisitive thinker and attention to details
• Enjoys dealing with business and technical users at all levels of the organisation
• Ability to multi-task and operate in a fast changing environment
• Committed to deliver innovative and quality service
• Enjoys process improvement and solving problems
• Self-motivated and enthusiastic
• Willing to learn and train other team members

We\xe2\x80\x99re looking for the best, whoever they are

Schroders is an equal opportunities employer. You\xe2\x80\x99re welcome here whatever your sex, marital status, ethnic origin, sexual orientation, religious belief or age.

Salary expectations of candidates will be considered when assessing suitable candidates. Due to the high volume of applicants, only shortlisted candidates will be contacted.

Job Reference No: SIN01932

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Schroders