Senior IT Service Manager (Bank)

GMP RECRUITMENT SERVICES (S) PTE LTD; Singapore; Presencial; SGD 120 000 - 180 000; Tempo integral

Resumo da oferta

GMP RECRUITMENT SERVICES (S) PTE LTD is seeking a senior IT Service Management and application support leader to oversee critical banking applications and ensure reliable service delivery. You will coordinate incidents, drive ITSM improvements, and mentor L0-L2 teams across regional and global stakeholders.

The role emphasizes strong communication, ServiceNow expertise, and governance of incident, problem, change, and continuity processes to meet regulatory requirements.

Qualificações

• 10–12 years of IT Service Management and application support experience, preferably within banking or financial services.
• Strong expertise in ITSM frameworks (Incident, Problem, Change, Request, Service Level, Service Catalogue, and Service Continuity Management) with ServiceNow experience; ITSM certification preferred.
• Extensive experience supporting business-critical banking applications, production environments, and application monitoring tools.
• Proven leadership experience managing L0/L1/L2 support teams, critical incidents, and cross-functional/global stakeholders with excellent communication skills.
• Experience using JIRA/ticketing tools and knowledge of banking regulatory and data handling practices being an advantage.

Responsabilidades

• Oversee the support and smooth operation of business-critical banking applications, including internal systems, customer-facing platforms, and third-party SaaS solutions.
• Investigate, troubleshoot, and coordinate the resolution of application incidents, defects, and production issues, working closely with development, infrastructure, vendors, and L2/L3 support teams.
• Design, maintain, and continuously improve IT Service Management (ITSM) processes, service catalogues, SLAs, and ServiceNow workflows.
• Ensure high service availability, reliability, and compliance by managing incident, problem, change, request, and service continuity processes.
• Lead, mentor, and manage L0, L1, and L2 support teams while monitoring KPIs, SLAs, and driving continuous service improvement.
• Act as the primary liaison between business users, regional/global stakeholders, vendors to ensure effective communication and service delivery.
• Drive IT service transformation initiatives, optimize operational processes, and support production services aligned with business and regulatory requirements.

Conhecimentos

ITSM

ServiceNow

Incident management

Problem management

Change management

Leadership

L0/L1/L2 support

JIRA

Stakeholder management

Ferramentas

JIRA

Descrição da oferta de emprego

Responsibilities

• Oversee the support and smooth operation of business-critical banking applications, including internal systems, customer-facing platforms, and third-party SaaS solutions.

• Investigate, troubleshoot, and coordinate the resolution of application incidents, defects, and production issues, working closely with development, infrastructure, vendors, and L2/L3 support teams.

• Design, maintain, and continuously improve IT Service Management (ITSM) processes, service catalogues, SLAs, and ServiceNow workflows.

• Ensure high service availability, reliability, and compliance by managing incident, problem, change, request, and service continuity processes.

• Lead, mentor, and manage L0, L1, and L2 support teams while monitoring KPIs, SLAs, and driving continuous service improvement.

• Act as the primary liaison between business users, regional/global stakeholders, vendors to ensure effective communication and service delivery.

• Drive IT service transformation initiatives, optimize operational processes, and support production services aligned with business and regulatory requirements.

Requirements

• 10–12 years of IT Service Management and application support experience, preferably within banking or financial services.

• Strong expertise in ITSM frameworks (Incident, Problem, Change, Request, Service Level, Service Catalogue, and Service Continuity Management) with ServiceNow experience; ITSM certification preferred.

• Extensive experience supporting business-critical banking applications, production environments, and application monitoring tools.

• Proven leadership experience managing L0/L1/L2 support teams, critical incidents, and cross-functional/global stakeholders with excellent communication skills.

• Experience using JIRA/ticketing tools and knowledge of banking regulatory and data handling practices being an advantage.