Job Responsibilities
IT Service Manager
- 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
- 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 the vision for IT service transformation, ensuring alignment with business priorities and long-term operational goals.
- Decision Making: Driving the decision by involving key stakeholders to 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
- Ensure timely and clear communication of 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 and User Engagement
- Collaborate closely with business users to understand their needs and minimize incident impact on operations.
- Support Japanese-speaking stakeholders, ensuring language and cultural alignment.
- Act as the liaison between Singapore, Japan-based teams, and global and regional IT units during incident management.
Job Requirements
- Tertiary degree in technology from a recognized educational institution.
- Strong understanding of ITSM processes ITIL certification is highly preferred.
- 10-12 years of proven experience in managing IT services within large-scale organizations, preferably in banking or financial sectors, with a focus on production services and SLA adherence.
- Proven experience managing critical incidents and working with international teams, including Japanese-speaking stakeholders (optional).
- Experience in IT Service Management, IT Operations, IT infrastructure, or Production Support.
- Good understanding of Service Desk Operations, Escalation Management, Incident management, Stakeholder Management experience including different (e.g. ServiceNow, JIRA and Salesforce) ticketing tools knowledge.
- Strong in analytical, decision-making, problem-solving abilities under pressure, prioritize and multitask effectively.
- Excellent interpersonal skills to foster collaboration across teams and regions.
