Vice President, ITSM Lead for Service Management Operations

OCBC Bank; Singapore; On-site; SGD 180,000 - 250,000; Full time

Benefits offered by this job

Competitive base salary

Holistic benefits

Community initiatives

Learning & development opportunities

Wellbeing and growth support

Job summary

OCBC Bank seeks a Vice President, Service Management Operations to stabilize and improve IT services and business-critical apps. You will lead governance, risk, and audits, while guiding production support, service reviews, and performance metrics to ensure reliability and regulatory compliance.

You will drive strategic service improvements, automation, and vendor collaboration, reporting to senior management and steering committees. This is an on-site role based in Singapore's Tampines area.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related field.
• 10–15 years in IT Service Management, IT Operations or Governance.
• Strong risk, audit, regulatory compliance and governance experience.

Responsibilities

• Lead ITIL-based governance for incident, change, and service management.
• Manage risk controls, audits, and regulatory compliance programs.
• Oversee production support, service performance, and dashboards.
• Drive service improvement, automation, and operational excellence.
• Partner with stakeholders, technology teams, and vendors on initiatives.
• Present updates to senior management and governance committees.

Skills

Leadership

Stakeholder management

Risk management

Regulatory compliance

Service operations

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITIL

PRINCE2

COBIT

CRISC

CISA

Job description

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. This role sits at the intersection of service operations, governance, risk management, and continuous improvement. For a Vice President-level position, the scope should emphasize leadership, stakeholder management, operational resilience, and regulatory compliance.

Job Purpose

The Vice President, Service Management Operations is responsible for ensuring the stability, resilience, governance, and continuous improvement of IT services and business-critical applications. The role oversees service management practices, operational governance, risk and audit compliance, production support, and service improvement initiatives to deliver reliable, secure, and high-performing technology services aligned with business objectives and regulatory requirements.

Key Responsibilities

1. IT Service Management (ITIL) Lead the governance and delivery of IT services in accordance with ITIL best practices and organizational standards. Establish and oversee service management processes, including Incident, Problem, Change, Knowledge, and Service Level Management. Drive continual service improvement initiatives to enhance service quality, operational efficiency, and customer experience. Monitor and report service performance against Service Level Agreements (SLAs), Key Risk Indicators (KRIs), and ISDRM requirements. Conduct regular service reviews with stakeholders to identify improvement opportunities and address service gaps. Ensure operational readiness and supportability for new applications, platforms, and technology deployments.
2. Risk Management Identify, assess, and mitigate operational, technology, cybersecurity, and regulatory risks across IT services and applications. Establish and maintain effective risk controls, ensuring compliance with internal policies, industry standards, and regulatory requirements. Monitor risk indicators, control effectiveness, and emerging vulnerabilities to proactively manage risk exposure. Lead the development and execution of remediation plans for identified risks and control gaps. Support risk assessments for projects, changes, and production implementations to ensure operational resilience.
3. Audit and Compliance Serve as the primary point of contact for internal, external, regulatory, and technology audits. Ensure adherence to organizational policies, governance standards, and regulatory obligations. Coordinate audit responses, evidence collection, management action plans, and remediation activities. Track and drive closure of audit findings and compliance issues within agreed timelines. Promote a strong control environment through continuous monitoring and governance oversight.
4. Service Management Operations Lead day-to-day service operations to ensure high availability, reliability, performance, and operational resilience of applications and infrastructure services. Oversee production support, incident management, problem management, and service recovery activities. Manage operational governance forums, service reviews, capacity planning, and vendor performance management. Develop and maintain operational metrics, dashboards, and reporting for management and regulatory oversight. Drive operational excellence through process optimization, automation, standardization, and data-driven decision-making. Collaborate with technology, business, and vendor teams to ensure seamless service delivery and customer satisfaction.
5. Project Management and Service Improvement Lead strategic service management and operational improvement initiatives from concept through implementation and post-production stabilization. Manage project scope, timelines, budgets, resources, dependencies, and risks to ensure successful delivery. Partner with business stakeholders, technology teams, and vendors to drive service transformation and operational enhancements. Champion automation, digitalization, and innovation initiatives to improve efficiency and reduce operational risk. Ensure successful transition of new services and projects into steady-state operations with appropriate governance and support models.
6. Stakeholder Management and Leadership Build strong partnerships with business leaders, technology teams, risk and compliance functions, and external vendors. Provide leadership, coaching, and guidance to service management and operations teams. Present service performance, risk posture, audit updates, and improvement initiatives to senior management and governance committees. Foster a culture of accountability, continuous improvement, operational excellence, and customer-centric service delivery.

Qualifications and Experience

• Education Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Professional certifications such as ITIL, PMP, PRINCE2, COBIT, CRISC, CISA, or equivalent are preferred.
• Experience Minimum 10-15 years of experience in IT Service Management, IT Operations, Production Support, or Technology Governance.
• Proven experience managing large-scale enterprise applications and mission-critical services.
• Strong experience in risk management, audit management, regulatory compliance, and operational governance.
• Demonstrated success leading service improvement and transformation initiatives.
• Experience working in highly regulated environments such as banking, financial services, or large enterprises is preferred.

Key Competencies

• IT Service Management (ITIL)
• Service Operations & Production Support
• Risk & Control Management
• Audit & Regulatory Compliance
• Project and Program Management
• Vendor & Stakeholder Management
• Service Performance Management
• Operational Excellence & Continuous Improvement
• Leadership & People Management
• Strategic Planning & Execution

Side note: this role is 100% work in office, based at Tampines

Success in this role is measured by service availability, operational resilience, regulatory compliance, audit outcomes, risk reduction, stakeholder satisfaction, and the successful delivery of service improvement initiatives.

What we offer

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry-leading learning and professional development opportunities.
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.

Let’s build the bank we need for the future we want.

Your Opportunity Starts Here