Senior Information Technology Service Manager

The Senior Information Technology (IT) Service Manager role leads the operational support and service performance of business-critical banking applications. Based in Singapore, this is a 12-month agency contract role that may be extended or renewed. The position will oversee incident management, end-to-end service delivery, support teams, and continuous service improvement while engaging with business users, regional and global teams, vendors, and senior stakeholders.

Responsibilities

• Own the operational support and service performance of business-critical banking applications

• Lead incident management, root cause analysis, escalations, and the timely resolution of production issues

• Work closely with development, infrastructure, vendor, and business teams to ensure end-to-end service delivery

• Drive IT Service Management (ITSM) best practices, service improvements, process standardisation, and Service Level Agreement (SLA) governance

• Manage service catalogues, service continuity, and operational readiness across production environments

• Lead and develop support teams, ensuring high service quality and operational excellence

• Monitor service metrics, identify improvement opportunities, and drive service transformation initiatives

• Act as the key liaison between business users, regional and global teams, and senior stakeholders to ensure effective communication and alignment

Requirements

• Degree in IT, Computer Science, or a related field

• Minimum 10 years of experience in IT service management, application support, or production support within banking or financial services

• Strong experience supporting critical banking applications, transaction systems, and customer-facing platforms

• Hands-on knowledge of ITSM processes, including Incident, Problem, Change, Request, SLA, and Service Continuity Management

• Experience with ServiceNow, JIRA, or similar service management tools

• Proven leadership experience managing Level 1 and Level 2 support teams, major incidents, and cross-functional stakeholders

• Strong understanding of banking operations, service delivery, and operational resilience

• Excellent stakeholder management, communication, and vendor management skills

• ITIL certification would be an advantage

About the company

A well-established technology services company delivering IT solutions, infrastructure support, and outsourced operational services. The organisation works with clients across various sectors to improve operational efficiency and strengthen their digital capabilities.

JAC Recruitment Pte. Ltd.
EA Licence: 90C3026
EA Personnel Name: Bhadoria Shilpalekha Vikas
EA Personnel: R1876178

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