IT Service manager

KEY REQUIREMENTS

ApplicationSupport (40% - Highest Priority)

v Extensive experience supportingbusiness-critical applications, including internal banking systems,customer-facing platforms, and third-party SaaS solutions.

v Strong understanding of applicationspecifications, business logic, and banking workflows.

v Proven ability to troubleshootapplication issues, including failed transactions, incorrect data displays,system behavior issues, and UI-related problems.

v Experience in incident analysis,root cause investigation, escalation management, and stakeholder communication.

v Hands-on experience supportingtransaction processing systems, client onboarding platforms, compliance tools,and other banking applications.

v Ability to work closely withdevelopment teams, infrastructure teams, vendors, and support teams to achieveend-to-end issue resolution.

v Strong understanding of bankingapplications and workflows within a commercial banking environment.

v Experience with applicationmonitoring, incident management, and support tools.

ITService Management (40%)

v Strongknowledge of ITSM processes and best practices.

v Experiencein Incident, Problem, Change, Service Request, Service Catalog, Service Level,Service Design, and Service Continuity Management.

v Experiencedeveloping and maintaining service catalogs with defined SLAs andservice offerings.

v Familiaritywith ServiceNow implementation and ITSM workflow enablement.

v Experiencein service delivery optimization, process standardization, and continuousservice improvement.

v Knowledgeof business continuity, disaster recovery planning, and service resilienceframeworks.

v Abilityto establish, monitor, and improve SLA/OLA performance.

Leadership &Stakeholder Management (20%)

v 10-12years of experience managing IT services in large-scale organizations,preferably within banking or financial services.

v Provenexperience leading L0, L1, and L2 support teams.

v Experiencemanaging critical incidents and coordinating cross-functional and global teams.

v Strongstakeholder management, communication, and decision-making capabilities.

v Abilityto prioritize, multitask, and perform effectively in high-pressureenvironments.

v Excellentinterpersonal skills with the ability to collaborate across regions andfunctions.

v Abilityto communicate technical issues effectively to business and non-technicalstakeholders.

Qualifications

v Bachelor'sDegree or equivalent tertiary qualification in Technology or relateddiscipline.

v ITSMcertification preferred.

v Excellentverbal and written communication skills in English.

Preferred Skills and Experience

v Experiencewithin banking and financial services organizations.

v Experiencesupporting stakeholders and cross-border teams.

v Familiaritywith regulatory requirements and data handling practices within Singaporefinancial sector.

v Experiencewith JIRA and other ticketing/service management tools.

ApplicationSupport (40%)

v Ensuresmooth operation and support of business-critical banking applications,including internal systems, customer-facing platforms, and third-party SaaSsolutions.

v Providesupport for transaction processing systems, client onboarding platforms,compliance tools, and related business services.

v Understandapplication specifications and banking workflows to deliver effective supportaligned with operational and regulatory requirements.

v Assist businessusers with application-related issues involving navigation, data entry, processexecution, and system functionality.

v Investigate,document, and coordinate resolution of application defects and system issues.

v Analyzeincidents from an application perspective andensure timely escalation, communication, and resolution.

v Collaboratewith development teams, infrastructure teams, vendors, L2 and L3 support teamsfor end-to-end problem resolution.

IT ServiceManagement (40%)

Design,document, and maintain a comprehensive IT service catalog withclearly defined service offerings and SLAs.

Driveservice engineering initiatives to standardize and optimize servicedelivery processes across support teams.

ImplementITSM best practices and continuous improvement initiatives to enhance servicequality and operational stability.

Supportand enhance ServiceNow-enabled ITSM processes including Incident, Problem,Change, and Request Management.

Manageservice requests, service levels, service continuity, and service designactivities.

Leadership,Communication & Stakeholder Engagement (20%)

Overseeproduction services to ensure availability, reliability, and compliance withina banking environment.

Lead,mentor, and develop L0, L1, and L2 support teams, promoting accountability,teamwork, and continuous improvement.

Defineand drive IT service transformation initiatives aligned withbusiness objectives.

Monitorteam performance against KPIs and SLAs and implement improvement planswhere required.

Provide timely andclear communications regarding service performance, incidents, andoperational updates to senior management and stakeholders.

Serveas the liaison between Singapore and Japan teams, business users, vendors, andregional/global stakeholders.

Collaborateclosely with business users to understand requirements and minimize operationalimpacts from incidents and service disruptions.

BACKGROUND

Thecustomer is looking for a Senior IT Service Manager with extensive experiencein application support, IT service management, and production operations in bankingenvironment.Proven track record in managing critical business applications,leading support teams, driving ITSM process improvements, and collaboratingwith global stakeholders. Strong understanding of banking operations, servicedelivery frameworks, and stakeholder engagement, with the ability to bridgebusiness and technology teams in a complex, regulatedenvironment.