IT Service Manager

MIZUHO BANK, LTD.; Singapore; On-site; SGD 100,000 - 140,000; Full time

Job summary

A leading financial institution in Singapore seeks an experienced IT Service Manager to oversee production services. The role requires 10-12 years of experience in managing IT services within large organizations, preferably in the banking sector. Key responsibilities include leading support teams, optimizing service delivery processes, and ensuring compliance with SLAs. Ideal candidates will have a tertiary degree in technology and a strong understanding of ITSM, including ITIL certification. Excellent communication skills are essential for engaging with stakeholders across regions.

Qualifications

• 10-12 years experience in managing IT services within large-scale organizations.
• Strong understanding of ITIL processes; ITIL certification preferred.
• Experience managing critical incidents in banking or financial sectors.

Responsibilities

• Oversee production services ensuring high availability and reliability.
• Lead and mentor support teams to foster collaboration and accountability.
• Implement ITSM frameworks to enhance service quality.

Skills

ITSM processes

Service Desk Operations

Analytical skills

Interpersonal skills

Education

Tertiary degree in technology

Tools

ServiceNow

JIRA

Salesforce

Job description

Job Responsibilities

• Service Catalog Development: Design and document a comprehensive service catalog, ensuringall current IT activities are structured as formal services with defined SLAs.
• Service Engineering: Lead efforts to optimize and standardize service delivery processes acrossL0, L1, and L2 support teams for improved efficiency and scalability.
• Continuous Improvement: Implement best practices and ITSM frameworks to enhance service quality,ensure the services are stable, and align IT services with business objectives.
• ServiceNow Implementation: Familiarity with ServiceNow implementation processes tosupport ITSM workflows, including incident, problem, and change management, ensuring streamlined service delivery.

Leadership

• Production Service Management: Oversee production services within banking environments,ensuring high availability, reliability, and adherence to compliance standards.
• Team Management: Lead and mentor L0, L1, and L2 support teams, fostering a culture ofcollaboration, high performance, accountability, and continuous improvement.
• Strategic Vision: Define and drive the vision for IT service transformation, ensuring alignmentwith business priorities and long-term operational goals.
• Decision Making: Driving the decision by involving key stakeholders to resolve service-relatedchallenges, prioritize tasks, and ensure timely delivery of IT services.
• Performance Management: Monitor team performance against KPIs and SLAs, providing feedback andimplementing strategies to enhance productivity and service quality.

Communication

• Ensure timely and clear communication of updates including incidents to stakeholders, including senior management and end users.
• Bridge communication between technical teams and non-technical stakeholders to provide clarityand context.

Stakeholder and User Engagement

• Collaborate closely with business users to understand their needs and minimize incident impact on operations.
• Support Japanese-speaking stakeholders, ensuring language and cultural alignment.
• Act as the liaison between Singapore, Japan-based teams, and global and regional ITunits during incident management.

Job Requirements

• Tertiary degree in technology from a recognized educational institution.
• Strong understanding of ITSM processes; ITIL certification is highly preferred.
• 10-12 years of proven experience in managing IT services within large-scale organizations,preferably in banking or financial sectors, with a focus on production services and SLA adherence.
• Proven experience managing critical incidents and working with international teams, including Japanese-speaking stakeholders (optional).
• Experience in IT Service Management, IT Operations, IT infrastructure, or Production Support.
• Good understanding of Service Desk Operations, Escalation Management, Incident management,Stakeholder Management experience including different (e.g. ServiceNow, JIRA and Salesforce) ticketing tools knowledge.
• Strong in analytical, decision-making, problem-solving abilities under pressure, prioritize and multitask effectively.
• Excellent interpersonal skills to foster collaboration across teams and regions.