Our client is looking for a senior IT Service Desk Manager with experience leading bank IT operations and ServiceNow to join their team.
Job Responsibilities:
- Leads the Asia Systems organization's regional IT Operations team, reporting directly to the Head of Systems Service & Operations.
- Experience in leading an IT Operations or a similar IT management role with experience on IT ServiceNow, AI Chatbot or virtual assistance for self-service, IT contact Centre solution.
- Manages resources for both project-based and Business as Usual (BAU) deliveries.
- Directs activities related to IT Operations, overseeing 24-hour monitoring, Service Desk, Help Desk, and support functions.
- Manages 24-hour IT support, emphasizing secure and scalable infrastructure.
- Oversees day-to-day platform support and regularly reviews metrics for improvement.
- Drives automation and efficiency, aligns IT services with business needs, and coordinates training to keep the team current with technologies.
- Reports to the Head of Systems Service & Operations and actively participates in project management and strategic planning.
Job Requirements:
- Possess a minimum of 12 years of comprehensive experience in IT project management, IT service desk/call center operations, IT operations, Data Center operations, and Bank's IT infrastructure.
- Demonstrated leadership in IT Operations or a similar managerial role, including expertise with IT ServiceNow, AI Chatbot, or virtual assistance for self-service, and IT contact center solutions.
- Proven experience in bank IT operations with a strong focus on customer/user satisfaction, enabling personalized customer experiences.
- Exhibit strong analytical skills and critical thinking, with an innovative approach to exploring alternative solutions for optimizing systems.
- Excel in deep dive analysis, problem-solving, Root Cause Analysis (RCA), and systemic thinking to identify the root causes of issues.
- Hold a minimum B.S. degree in Computer Science, Finance, Business, MIS, or a related field.
With well over a decade of a solid and enviable track record behind us, headquartered in Hong Kong, Pinpoint Asia Infotech Pte Ltd (EA License: 22S1136) is the go-to IT Search Firm for several top Investment Banks and Financial Institutions.
If you are interested in the above position. please send your CV to Janani at [email protected] (EA Registration number: R22108312).
