We are seeking an experienced and results-driven professional with extensive experience managing L0, L1, and L2 support teams, ensuring seamless production service delivery within banking environments. They are committed to translating current BAU activities into structured, SLA-governed services documented in a comprehensive service catalog, driving operational excellence and service optimization.
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.
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.
