IT Service Manager (Banking) - #1122064

[Job ID: 1123605]

Responsibilities:

• Design and maintain a comprehensive IT service catalog with defined SLAs.
• Standardize and optimize service delivery across L0, L1, and L2 support teams.
• Implement ITSM frameworks and best practices to enhance service quality and stability.
• Support ServiceNow workflows for incident, problem, and change management.
• Manage service request fulfillment and configuration data using ITSM tools and CMDB.
• Define and monitor service levels, ensuring alignment with business objectives.
• Develop and test service continuity plans for business continuity and disaster recovery.
• Oversee production services in banking environments, ensuring reliability and compliance.
• Lead and mentor support teams to foster collaboration and high performance.
• Communicate incidents and updates clearly to stakeholders across regions.

Requirements:

• 10–12 years of experience managing IT services in large-scale organizations, preferably in banking or financial sectors.
• Proven track record in managing critical incidents and working with global virtual teams.
• Strong understanding of ITSM processes, Service Desk Operations, and stakeholder management.
• Proficiency in tools such as JIRA and other ticketing systems.

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EA Personnel Name: Gary Ho Cheng Xuan
EA Personnel Reg. No.: R1549767
EA License No.: 07C5771

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