ITSM RUN Service Lead

Crédit Agricole CIB; Singapore; On-site; SGD 120,000 - 170,000; Full time

Job summary

Crédit Agricole CIB is seeking a Senior ITSM RUN Service Lead to oversee RUN Incident, Problem and Change Management in a multicultural environment. You will lead Incident, Problem and Change teams, ensuring consistent execution of ITSM practices, governance, and service delivery across the RUN functions.

The role includes directing managers, coaching, and ensuring timely escalation and reporting to senior management, while driving process improvements in collaboration with Process Managers.

Qualifications

• Experience leading Incident, Problem and Change Management teams.
• Ability to provide direction, coaching and oversight for day-to-day activities.
• Strong governance, reporting and collaboration with senior management.

Responsibilities

• End-to-end ownership of Major Incidents to minimize time to restore.
• Coordinate with support engineers and other groups during incident resolution.
• Apply Crisis Management process when required and liaise with Crisis Manager.
• Track progress and communicate updates to management and stakeholders.
• Drive pragmatic decisions and escalate when necessary to resolve cross-team issues.
• Maintain consistency of incident documentation across systems.
• Develop and supervise Problem Management procedures, RACI, and root-cause methodologies.
• Oversee KPIs and conduct reviews for process improvements.
• Coach teams on analytical problem-solving approaches.

Skills

Leadership

Incident Management

Problem Management

Change Management

Operational Excellence

Job description

Job Description

Summary of Position

In a challenging and multicultural environment, we seek a senior ITSM RUN Service Lead to join the Control Tower section.

The ITSM RUN Service Lead will oversee the operational delivery of RUN Incident Management, RUN Problem Management and RUN Change Management.

The role is responsible for ensuring that these operational ITSM practices are executed consistently, effectively and in accordance with established Group policies, controls, service levels and operational standards.

The ITSM RUN Service Lead will have direct responsibility for the RUN Incident Managers, RUN Problem Managers and RUN Change Managers, providing direction, prioritization, coaching and oversight for their day‑to‑day operational activities.

Key Objectives Of The Position Include

• Provide leadership and operational direction to the RUN Incident, Problem and Change Management teams.
• Ensure effective day‑to‑day execution of the Incident, Problem and Change Management processes.
• Maintain appropriate coordination and integration between the three RUN practices.
• Monitor operational performance, service quality, process compliance, risks and recurring areas of concern.
• Ensure that major incidents, significant problems, high‑risk changes and other critical production activities receive the appropriate level of management attention.
• Identify operational gaps and engage relevant Service Operations, application, infrastructure and business line IT teams to implement corrective actions.
• Provide periodic and on‑demand operational reporting to senior management.
• Support process improvements, training, service improvement initiatives and the evolution of ITSM practices in collaboration with the respective Process Managers.
• Act as the operational escalation point for cross‑process issues, resource constraints, governance exceptions and significant service management concerns.

Main Responsibilities

Incident Management

• End to end ownership of the Major Incident with the aim to minimize the time to restore.
• Ensure the IM team coordinates with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
• Ensure a systematic process is followed for all Major Incidents from opening to closure.
• Ensure that Incident Managers assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.
• Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.

Complément

• Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)
• Ensure consistency of the incident documentation / references across all systems.

Problem Management

• Ensure that the Problem Manager plays a pivotal role in building a problem management procedure for the support teams to follow.
• Ensure that there is a clearly defined RACI, different root cause investigation methodologies are promoted and support teams are trained on the problem management process & procedures
• Enforce proper execution of the process
• Oversee all the KPIs and have management meetings to review opportunities for improvement.
• Provide recommendations for process development, monitoring reports and performance measurements
• Coach teams on analytical and systematic approach to problem solving.

Application criteria

Company Crédit Agricole CIB

About Crédit Agricole Corporate and Investment Bank (Crédit Agricole CIB)

Crédit Agricole CIB is the corporate and investment bank of the Crédit Agricole group, the 10th largest banking group in the world *.

We support major companies and financial institutions in their development and the financing of their projects.

As pioneers in responsible finance, social and environmental commitments are at the heart of our activities.

Joining our teams means working in a multicultural environment, both dynamic and stimulating, where you will contribute to developing a sustainable economy.

We support employees throughout their journey: you will develop your skills and access various mobility opportunities among the diversity of our businesses in more than 30 international locations.

Our culture is built on collaboration, innovation and openness, where everyone is valued and empowered.

By working every day in the interest of society, Crédit Agricole CIB aligns with the Group values committed to diversity and inclusion and placing people at the heart of all its transformations.

All our jobs are open to people with disabilities. We welcome applications from candidates of all backgrounds and experiences.

Ready to take part in our mission ?

• By balance sheet size - The Banker, Juillet 2025