VP, Service Management

Standard Chartered Bank; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading international bank in Kuala Lumpur is looking for a professional to manage application service delivery, ensuring stakeholder engagement and compliance with audits. Strong technical skills in Site Reliability Engineering (SRE) are essential for success in this role. Candidates should possess experience in problem and risk management, as well as a strong leadership capability.

Qualifications

• Experience in application service delivery and stakeholder management.
• Strong problem-solving skills with a focus on risk and audit management.
• Technical hands-on experience with SRE principles.

Responsibilities

• Deliver application service under SLA.
• Manage change and production releases with minimal impact.
• Conduct audits and ensure compliance.

Skills

Application service delivery

Stakeholder management

Problem management

Risk management

Audit management

Technical skills with SRE

Vendor management

Disaster recovery planning

Service improvement

Strong leadership

Job description

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Responsibilities

• Application service delivery in Global Functions.
• Technology and business stakeholder management across Global functions.
• Meeting SLAs and improve on support performance by focusing on preventive measures.
• Identify and implement the service improvement programs to improve overall stability of the application(s).
• Continuous improvement plan execution on proactive monitoring, housekeeping automation and capacity planning to proactively detect and avoid incidents.
• Production Change management - Accountable for managing the changes getting onto production / application releases and rollouts with zero or minimal impact to stability.
• Impact assessment for dependent changes of the surround systems, infrastructure, networking etc.
• Ensuring the adherence for compliance through appropriate governance such as proper documentation of all production changes (e.g. monitoring & recovery procedures, fall back plan, implementation plan etc.)
• Problem management – Analyse and prioritize the application fixes. Collaborate with delivery counterparts for production problem fixes in a timely manner to minimise service degradation.
• Risk management - Proactively identify and manage the application risk through appropriate mitigation controls.
• Audit Management – Participate and manage the internal and external technology and business stakeholders-initiated audits.
• Ensure Disaster recovery procedure / plan and Business Continuity management plan are up to date and be ready for anytime.
• Publish monthly MIS related to incident, problem, change trends along with Risk, SIP and RCA Action Items to senior stakeholders.
• Cost management – Participate and contribute for cost save initiatives.
• Resource management - Cross-training, knowledge management and people performance management activities
• Vendor Management – Measure the vendors service delivery and resources.
• Expected to work on flexible hours that the situation demands with 100% individual contribution deliver production stability.
• Technically hands-on with SRE skills for analyse and do the break fixes.
• Do situation management for high priority incidents and stakeholder communication with technical information on the recovery progress.
• Conduct RCA and track the prevention actions.
• Applications risk and audit management and drive the SRE transformation / scorecard improvements.
• Service review - Conduct thematic analysis and automate to reduce the toils.
• Ability to clearly articulate the technical problems and solutions. Prepare weekly / monthly reports.
• Implement SRE principles – Reliability, operability, observability and scalability and enable the measurements for availability, error budget, SLI & SLO.
• Work with delivery engineering and business operations to ensure non functional maintenance requirements of systems are completely taken care.
• Contribute to planning and implementation of software and hardware upgrades
• Communicate / escalate and co-ordinate for platform issues pro-actively with vendors and users
• Partner with senior leaders to drive and deliver on strategic priorities, performance management reporting and analytics though high-quality MI and stakeholder engagement
• Driving process improvement, efficiency and resolving core business issues in the team.
• Stakeholder management and escalation handling.
• Continuous improvement in Productivity to drive the efficiencies in the team.
• Strong leadership capabilities to build future-ready workforce and leverage an internal bank-wide network to facilitate and the role responsibilities always Upholding the Values of the Group and Company.

Unlock job insights

Salary match Number of applicants Skills match

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150-year history in some of the world’s most dynamic markets. The centre provides dedicated world-class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank’s Collective Intelligence and Command Centre, a state-of-the-art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Standard Chartered Global Business Services was conferred the ICT Organisation of The Year Award in 2011 by The National ICT Association of Malaysia, making it the first Global Shared Services Centre of an international bank in Malaysia to win the prestigious award. In 2014, Standard Chartered Global Business Services was awarded the Silver Award for the Employer of Choice category in the Malaysia HR Awards organised by the Malaysian Institute of Human Resource Management.

Standard Chartered Bank’s two other global shared services centres are based in India and China.

Follow Standard Chartered Global Business Services on www.facebook.com/scgbs

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150-year history in some of the world’s most dynamic markets. The centre provides dedicated world-class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank’s Collective Intelligence and Command Centre, a state-of-the-art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Standard Chartered Global Business Services was conferred the ICT Organisation of The Year Award in 2011 by The National ICT Association of Malaysia, making it the first Global Shared Services Centre of an international bank in Malaysia to win the prestigious award. In 2014, Standard Chartered Global Business Services was awarded the Silver Award for the Employer of Choice category in the Malaysia HR Awards organised by the Malaysian Institute of Human Resource Management.

Standard Chartered Bank’s two other global shared services centres are based in India and China.

Follow Standard Chartered Global Business Services on www.facebook.com/scgbs

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