The Technology Service Manager will champion the IT service delivery capabilities and manage the adoption and use of service management processes based on ITSM/ITIL best practices across Change & Run the Bank.
Job Responsibilities
- Ensure IT support services meet business requirements and goals, fulfil end-user requirements, and identify and resolve systems issues.
- Provide direction and goal setting on operations strategy, define roles and responsibilities for the department.
- Develop performance measures and consistently report metrics.
- Provide tactical and strategic recommendations based on ITSM key performance measures.
- Develop effective measurements for IT Support Services and continuous monitoring of performance against target.
- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
- Drive data centric service management with metrics and reporting for senior management and stakeholders.
- Promote transformation of IT support by delivering best practices
- Promote the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other applicable IT Service Management processes
- Cased on business requirements, existing applications, and latest technology trends. Drive technology advancement and automation for operation efficiencies.
- Line up and revise regional IT BCP plan.
Job Requirements
- Master’s or bachelor’s degree in Computer Science, Information Technology, Information Science or equivalent
- Min. 7 years of work experience with the FI or banking industry, preferably with the Technology department.
- Possess excellent working knowledge of ITIL best practices
- Good understanding of Banking Technology function and experience working with virtual teams in the Asia Pacific region.
- Ability to work in a fast-paced technical and business environment, and multitask whilst delivering high quality solutions
- Excellent communication, influencing and negotiation skills
- Strong analytical and problem-solving skills; and is detailed oriented.
- Experience in Corporate, Institution and/or Transaction Banking is a plus.
- Good understanding of MAS guidelines and Banking Act is an added advantage.
- Work location: One@ChangiCity
