ITSM RUN Service Lead: Incident, Problem & Change

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

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.