Senior IT Service manager

jac recruitment pte. ltd.; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

The company in Singapore is seeking a senior IT Service Management professional to own operational support for critical banking applications. You will lead incident management, conduct root cause analyses, and coordinate with cross-functional teams to ensure end-to-end service delivery.

With 10+ years in ITSM within banking, you will drive ITIL-aligned processes, SLA governance, and service continuity while guiding L1/L2 support teams and vendors to achieve high service quality.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• 10+ years of IT Service Management or Production Support experience in banking/financial services.
• Experience supporting critical banking apps, transaction systems, customer-facing platforms.

Responsibilities

• Own operational support and service performance of banking applications.
• Lead incident management, RCA, escalations, and timely production issue resolution.
• Collaborate with development, infrastructure, vendors, and business teams for end-to-end delivery.
• Drive ITSM best practices, service improvements, and SLA governance.
• Manage service catalogs, continuity, and operational readiness across production environments.
• Lead and develop L1/L2 support teams and cross-functional stakeholders.
• Monitor service metrics and drive transformation initiatives.
• Act as liaison between business users, regional/global teams, and senior stakeholders.

Skills

IT Service Management

Incident management

Stakeholder management

Leadership

Communication

Vendor management

ITIL

Education

Degree in IT/CS

Tools

ServiceNow

JIRA

Job description

COMPANY OVERVIEW

A well‑established technology services company delivering IT solutions, infrastructure support, and outsourced operational services. It works with clients across various sectors to enhance efficiency and strengthen digital capabilities.

This is a 12-month agency contract role (extendable / renewable)

JOB RESPONSIBILITIES

• Own the operational support and service performance of business‑critical banking applications.
• Lead incident management, root cause analysis, escalations, and timely resolution of production issues.
• Work closely with development, infrastructure, vendors, and business teams to ensure end‑to‑end service delivery.
• Drive ITSM best practices, service improvements, process standardization, and SLA governance.
• Manage service catalogues, service continuity, and operational readiness across production environments.
• Lead and develop support teams, ensuring high service quality and operational excellence.
• Monitor service metrics, identify improvement opportunities, and drive service transformation initiatives.
• Act as the key liaison between business users, regional/global teams, and senior stakeholders to ensure effective communication and alignment.

JOB REQUIREMENTS

• Degree in IT, Computer Science, or a related field.
• At least 10 years of experience in IT Service Management, Application Support, or Production Support within banking/financial services.
• Strong experience supporting critical banking applications, transaction systems, and customer-facing platforms.
• Hands‑on knowledge of ITSM processes including Incident, Problem, Change, Request, SLA, and Service Continuity Management.
• Experience with ServiceNow, JIRA, or similar service management tools.
• Proven leadership experience managing L1/L2 support teams, major incidents, and cross‑functional stakeholders.
• Strong understanding of banking operations, service delivery, and operational resilience.
• Excellent stakeholder management, communication, and vendor management skills.
• ITIL certification is good to have.

Working Location: Singapore