Job Description:
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.
