Enterprise ITSM Program Lead | Incident & Change Mgmt

SGB; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

SGB is seeking an IT Service Management leader in Singapore to mature and govern the ITSM program in alignment with business goals and ITIL best practices. The role focuses on building and refining SOPs for change, incident, and problem management, while ensuring robust alerting and governance across technical and non-technical teams.

The candidate will monitor SLA/KPIs, drive continuous improvement, and lead critical incident response, RCA postmortems, and cross-functional collaboration with

Qualifications

• Bachelor's degree in computer science, engineering, information systems or equivalent.
• Minimum 5 years in IT Service Management with at least 2 years leading enterprise ITSM programs.
• ITIL Foundation v4/v5 certification; advanced ITIL or PMP adds value.
• Native or full professional proficiency in English and Chinese mandatory.
• Banking or digital financial services experience preferred.
• Experience planning and executing IT Disaster Recovery (DR) preferred.

Responsibilities

• Define and mature ITSM roadmap aligned with business objectives and ITIL best practices.
• Develop and optimize SOPs such as change, incident, and problem management, plus alert response procedures.
• Define, monitor and report on SLA and KPIs; identify operational improvement areas.
• Lead critical incident responses, postmortems, RCA, and cross-team collaboration across dev, support, security, and other functions.
• Lead new IT initiatives or technology adoptions, including requirements analysis, vendor screening, solution evaluation, and proof of value.
• Assist on IT audits and manage technical projects.

Skills

ITSM

Change management

Incident management

SLA reporting

RCA

Stakeholder collaboration

Education

Bachelor's degree in CS/Engineering/IS

Job description

SGB is seeking an IT Service Management leader in Singapore to mature and govern the ITSM program in alignment with business goals and ITIL best practices. The role focuses on building and refining SOPs for change, incident, and problem management, while ensuring robust alerting and governance across technical and non-technical teams.

The candidate will monitor SLA/KPIs, drive continuous improvement, and lead critical incident response, RCA postmortems, and cross-functional collaboration with