IT & Systems Control Department No.2
Oversee and lead day-to-day IT Service Management (ITSM) operations for regional systems, ensuring efficient management of change, incident, and problem processes in alignment with the bank's policies and regulatory requirements. This role is critical to maintaining high service availability, minimizing disruptions, and ensuring continuous improvement across IT services.
Your key roles & responsibilities include:
ITSM Operations Leadership
- Define and oversee the lifecycle of IT changes, ensuring proper documentation, risk assessment, and approval processes to minimize service disruptions.
- Provide executive oversight of IT incidents management, ensuring timely resolution and communication with stakeholders to minimize downtime.
- Lead the analysis of recurring incidents, identify root causes, and implement long-term solutions to prevent future issues.
- Direct the fulfilment of IT service requests, ensuring timely and accurate delivery to meet business needs.
Process Compliance and Documentation Management
- Establish and enforce adherence to the organization's ITSM policies, standards, and regulatory requirements in all IT operations.
- Oversee the development and refinement of accurate documentation of processes, procedures, and workflows for audit and compliance purposes.
ITSM Tool Administration
- Lead the strategic administration of ITSM platforms by configuring workflows, updating templates, and managing user access.
- Direct continuous tool optimization efforts and configurations to support evolving business needs and improve operational efficiency.
Reporting and Analytics
- Lead regular reports generation and dashboards for service performance metrics (e.g., SLA adherence, incident trends, and change success rates).
- Deliver executive insights from data analysis to identify areas for improvement and recommend process optimizations.
Stakeholder Collaboration
- Act as a strategic partner and liaison between IT teams, business units, and regional stakeholders to ensure alignment on service delivery priorities.
- Lead Change Advisory Board (CAB) meetings and ensure effective communication of change schedules and impacts.
Continuous Improvement
- Identify high-impact gaps and opportunities in ITSM processes and recommend solutions to enhance service quality and efficiency.
- Lead initiatives to automate routine ITSM tasks and implement best practices.
Team Leadership
- Supervise and train subordinate staff and contractors continuously to maximize the team performance.
What you should have:
- A Bachelor's Degree.
- At least 2 years of ITSM experience and 5 years of IT experience in total.
- Deep knowledge of ITSM frameworks (e.g., ITIL v3/v4) and their practical application.
- Proven experience with ITSM tools like ServiceNow or equivalent platforms.
- Deep understanding of platform/ infrastructure security principles and practices to safeguard regional system and data.
- Strong analytical acumen and troubleshooting skills with attention to detail, to resolve technical issues quickly and efficiently.
- Strong leadership and interpersonal skills for stakeholder engagement and cross-functional collaboration.
- Excellent leadership, time management and organizational skills to manage multiple priorities effectively.
- Strong organizational commitment and drive to achieve.
- Business-level proficiency in English and Japanese will be advantageous as the incumbent is expected to read & understand documents as well as respond & communicate in these two languages to our global offices and Head Office in Japan.
