IT Service Manager

Good Job Creations; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading IT service management company in Singapore is seeking an experienced professional specializing in IT Service Management. You will be responsible for developing IT service catalogs, leading service operations, and optimizing ITSM workflows with tools like ServiceNow. Ideal candidates will have 10–12 years of experience, particularly in the banking sector, and possess strong leadership and communication skills.

Qualifications

• 10–12 years’ experience in IT Service Management, ideally in banking/financial sector.
• Proven record in managing critical incidents and global virtual teams.
• Strong knowledge of ITSM frameworks and tools.

Responsibilities

• Develop and maintain a comprehensive IT service catalog.
• Standardize service delivery across teams to improve efficiency.
• Drive ITSM process improvements and align IT services with business objectives.
• Support and optimize ITSM workflows using ServiceNow.
• Manage CMDB data accuracy and service level performance.
• Lead production service operations for system stability.
• Mentor support teams to foster collaboration.
• Communicate service updates to stakeholders.
• Collaborate with regional teams to manage incidents.

Skills

IT Service Management

ServiceNow

Leadership

Communication

Stakeholder Management

Incident Management

Problem Solving

Tools

ServiceNow

JIRA

Job description

Responsibilities

• Develop and maintain a comprehensive IT service catalog with defined SLAs.
• Standardize and enhance service delivery across L0–L2 teams to improve efficiency and scalability.
• Drive ITSM process improvements and ensure alignment of IT services with business objectives.
• Support and optimize ITSM workflows (incident, problem, change, and request management) using ServiceNow.
• Manage CMDB data accuracy, service design, and service level performance.
• Lead production service operations, ensuring system stability, compliance, and business continuity.
• Mentor and guide support teams to foster collaboration, accountability, and continuous improvement.
• Communicate service updates and incidents clearly to stakeholders and management.
• Collaborate with regional teams (Singapore, Japan, and global units) to manage incidents and align service delivery.

Requirements

• 10–12 years’ experience in IT Service Management, Operations, or Production Support, ideally in the banking/financial sector.
• Proven record in managing critical incidents and global virtual teams.
• Strong knowledge of ITSM frameworks and tools (e.g., ServiceNow, JIRA).
• Excellent leadership, communication, and stakeholder management skills.
• Able to prioritize, problem‑solve, and make decisions under pressure.