ITSM LEAD

NTT Data Singapore; United States; Remote; USD 120,000 - 165,000; Full time

Job summary

NTT Data Singapore seeks an IT Service Manager to champion IT service delivery capabilities and drive ITSM/ITIL adoption across Change & Run for the Bank. You will oversee asset management, CMDB and end-to-end incident handling, while institutionalizing problem management with RCA reporting.

The role requires strong ITIL experience, broad knowledge of the technology spectrum, and the ability to coordinate across APAC branches to standardize processes regionally.

Qualifications

• Masters or Bachelor's degree in IT, CS, MIS, Banking and Finance or equivalent.
• Min. 5 years of banking IT experience (APAC region preferred).
• Strong ITSM/ITIL and asset management expertise.
• Experience with ITAM/CMDB, incident, change, problem and release management.

Responsibilities

• Champion IT service management practices across Run and Change regimes.
• Oversee asset lifecycle and CMDB governance across the region.
• Manage major incidents end-to-end with 24/7/365 coverage.
• Institute ITIL-based problem management with RCA reporting.
• Ensure changes are recorded, evaluated, and controlled.

Skills

ITSM

ITIL

Asset management

Configuration management

Incident management

Change management

Problem management

Service request management

Release management

IT asset lifecycle

Education

Masters or Bachelor's degree in IT / CS / MIS / Banking and Finance or equivalent

Tools

ServiceNow

CMDB

Monitoring tools

Job description

The Technology Service Manager will be responsible for championing the IT service delivery capabilities and managing the adoption and use of service management processes based on ITSM/ITIL best practices across Change & Run the Bank

Primary responsibilities

Drive adoption of IT service management and operational best practices between run and change regime for the bank. The candidate should be well versed in ITSM policy related

• - IT Asset Management
• - Configuration Management / CMDB
• - Incident Management
• - Change Management
• - Problem Management
• - Service Request Management
• - Release Management

1. Oversee and manage IT assets and the process, including hardware and software throughout its lifecycle. Work with APAC branches and standardize the process across the region.
2. Manage incident recovery from cradle-to-grave ensuring that tickets are created, well documented, updated appropriately and users are informed of the progress throughout the lifecycle. Responsible for facilitation and response of all major incidents impacting Business applications and Infrastructure Services on a 24/7/365 basis.
3. Institutionalize ITIL best practices in Problem Management, resulting in consistent execution of Root Cause Analysis, Corrective Actions. Provide reporting of metrics for Problem Management process, showing areas of accomplishment, opportunities for continual improvement.
4. Ensure that changes are recorded and evaluated and reviewed in a controlled manner. Responsible for controlling all the changes in the IT services.

Job Requirements

Masters or bachelors degree in information technology, Computer Science, Manage Information Science, Banking and Finance or equivalent.

Min. 5 years of working experience in a bank in Asia Pacific within Technology department. Strong Technology, Application, and Infrastructure knowledge.

Strong experience in IT service Management and support operation management.

Strong hands‑on experience with IT Asset Management Process and managing assets lifecycle.

Strong knowledge in any of the IT Service management / Asset management tool. Knowledge in Service Now tool is an advantage.

Knowledge in end-to-end Technology spectrum (apps and infrastructure), including common infrastructure (cloud or on-prem) and associated control / monitoring tools (e.g. SCCM); good understanding of application control / monitoring tools.

Personal Attributes

• - Strong communication, influencing and negotiation skill.
• - Strong analytical and creative problem-solving skills. Logical and efficient, with keen attention to detail.
• - Strong innovative mentality and mindset.
• - Excellent listening, interpersonal, written, and oral communication skills.
• - Ability to function independently without supervision.
• - Strong sense of urgency.