- Outram Central Region (Singapore) Singapore
DNA AI TECHNOLOGIES PTE. LTD. Hiring! Full Time ITSM Transverse Service Lead in Central Region (Singapore), Earn up to SGD 14,000 - Ricebowl
ITSM Transverse Service Lead
DNA AI TECHNOLOGIES PTE. LTD.
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Job Description
Responsibilities
Main Responsibilities
Governance, Permanent Control & Risk Management
Represent ISAP in governance forums with Head Office, Permanent Control, Risk, and Audit stakeholders.
Act as the primary coordinator for Permanent Control activities across IT Production Services.
Coordinate and monitor the implementation of recommendations resulting from audits, inspections, reviews, and control assessments.
Manage and coordinate the annual Self-Risk Assessment (SRA) process for IT Production Services.
Ensure risks, action plans, and mitigation activities are appropriately documented, monitored, and reported.
Track, challenge, and follow up on remediation plans arising from internal audits, external audits, regulatory reviews, and inspection findings.
Support operational teams in maintaining compliance with Group standards, controls, and governance requirements.
Prepare governance reporting and management dashboards for senior management and oversight committees.
RUN Service Management
Establish and maintain a comprehensive service management framework across IT Production Services.
Define, monitor, and improve service management standards related to operational processes, documentation, controls, and service delivery.
Conduct periodic quality reviews, control checks, and process compliance assessments of the service management framework.
Drive initiatives to improve service management quality, operational discipline, and process adherence.
Coordinate service improvement programs across Incident, Problem, Change, Configuration, and Service Request Management processes.
Ensure service management metrics are effectively monitored and communicated to stakeholders.
Identify recurring operational weaknesses and drive corrective and preventive actions.
KPI Governance & Service Performance Management
Own and coordinate the KPI framework for IT Production Services.
Consolidate, analyze, and publish operational and management reporting dashboards.
Monitor service performance trends and provide actionable recommendations for continuous improvement.
Ensure KPI definitions, calculations, and reporting methodologies remain consistent and aligned with Group requirements.
Facilitate operational reviews with Service Managers and operational stakeholders.
Promote a data-driven culture through rigorous performance measurement and transparent reporting.
Automation & Operational Efficiency
Define and drive the strategic automation roadmap for IT Production Services (backed by a minimum of 10 years of experience in driving automation initiatives).
Identify opportunities to reduce manual effort, elevate service quality, and enhance operational efficiency through targeted automation initiatives.
Lead complex automation projects related to operational processes, controls, reporting dashboards, and workflow optimization.
Drive the automation of Service Requests through ServiceNow and other approved platforms.
Partner with operational teams to identify high-value automation opportunities and rigorously track benefits realization.
Promote a culture of innovation and continuous improvement across IT Production Services.
ServiceNow Governance & Tool Evolution
Leverage 10+ years of hands-on experience in administering, supporting, and managing IT Service Management (ITSM) platforms, specifically focusing on ServiceNow administration and configuration.
Manage key platform modules including Incident, Problem, Change, Request, and Knowledge Management.
Configure workflows, notifications, approvals, user groups, and role/access management structures, alongside foundational knowledge of CMDB and Configuration Management.
Act as the central Control Tower focal point for ServiceNow enhancements and evolution requests.
Collect, prioritize, and coordinate technical requirements with Head Office and relevant cross-functional stakeholders.
Contribute to workflow enhancements, automation capabilities, reporting upgrades, and user experience improvements.
Support the deployment and adoption of new ServiceNow features and structural process improvements.
Ensure the ServiceNow platform evolves in alignment with operational priorities, governance requirements, and Group standards.
Business Continuity & Operational Resilience
Coordinate Business Continuity Planning (BCP) activities across IT Production Services.
Maintain rigorous oversight of recovery plans, testing schedules, and resilience-related action plans.
Coordinate periodic BCP exercises and actively follow up on resulting improvement actions.
Ensure strict alignment between operational procedures, recovery strategies, and Group resilience requirements.
Produce precise governance reporting related to resilience readiness and continuity capabilities.
Knowledge Management, Training, & Awareness Governance
Own and evolve the Knowledge Management framework across IT Production Services.
Ensure operational documentation, procedures, knowledge articles, and runbooks remain current, relevant, and easily accessible.
Promote knowledge sharing and cross-skilling initiatives across diverse operational teams.
Establish robust controls governing documentation quality and periodic review cycles.
Coordinate targeted awareness campaigns, training initiatives, and continuous learning programs.
Manage mandatory knowledge assessments and quiz programs, ensuring strict compliance with participation requirements across teams.
Measure participation rates, program effectiveness, and knowledge retention across the organization.
Transversal Initiatives & Continuous Improvement
Lead and coordinate cross-functional initiatives sponsored by the Control Tower.
Facilitate seamless collaboration between operational, governance, support, and executive management teams.
Identify strategic opportunities to improve operational maturity, process effectiveness, and customer experience.
Contribute actively to strategic transformation, efficiency, and innovation programs across the organization.
Support the ongoing evolution of the Control Tower operating model and governance framework.
Qualifications & Profile
Key Experience & Skills Sought
Total Experience:
10 to 12 years of overall professional experience in IT Operations, IT Service Management, Governance, Service Delivery, or Operational Excellence functions (with a strong preference for backgrounds within banking, financial services, or other highly regulated environments).
ITSMS / Domain Expertise:
Minimum 8 years of robust experience in supporting and delivering IT Service Management (ITSM) solutions within the investment banking and financial sector.
Governance & Controls:
Proven experience managing governance frameworks, permanent controls, audit coordination, risk assessments, remediation plans, and operational quality programs.
Automation & Transformation:
Demonstrated success leading automation initiatives and operational transformation projects (minimum 10 years of experience driving automation).
Tool Proficiency:
Minimum 5 years of hands-on experience working with ServiceNow (Incident, Change, Problem, CMDB, and Request modules).
Analytical & Reporting Acumen:
Strong analytical capability, exceptional KPI management skills, and experience driving Operational Quality Management.
Stakeholder Management:
Exceptional communication, presentation, and stakeholder management skills, with the ability to manage multiple complex initiatives simultaneously in a multicultural, geographically distributed international environment.
Mandatory Technical Competencies
ITIL Framework Knowledge:
Incident Management
Problem Management
Change Management
Service Request Management
Service Level Management (SLA)
Configuration Management
Knowledge Management
ITSM Tool Expertise:
Minimum 5 years of specialized handling of ServiceNow (covering Incident, Change, Problem, CMDB, and Request modules).
Certifications
Minimum Requirement:
ITIL 4 Foundation
Preferred:
ITIL V3 Expert / ITIL 4 Managing Professional
Core Soft Skills & Attributes
Strong leadership, executive presence, and influencing skills.
Excellent verbal and written communication abilities.
Sharp analytical, critical thinking, and problem-solving mindset.
Exceptional aptitude for bridging technical, functional, and management stakeholders.
Proactive, autonomous, and strictly results-oriented work ethic.
Heightened awareness of governance, risk, and regulatory controls.
A natural mindset centered on continuous improvement and operational innovation.
Governance, Permanent Control & Risk Management
Represent ISAP in governance forums with Head Office, Permanent Control, Risk, and Audit stakeholders.
Act as the primary coordinator for Permanent Control activities across IT Production Services.
Coordinate and monitor the implementation of recommendations resulting from audits, inspections, reviews, and control assessments.
Manage and coordinate the annual Self-Risk Assessment (SRA) process for IT Production Services.
Ensure risks, action plans, and mitigation activities are appropriately documented, monitored, and reported.
Track, challenge, and follow up on remediation plans arising from internal audits, external audits, regulatory reviews, and inspection findings.
Support operational teams in maintaining compliance with Group standards, controls, and governance requirements.
Prepare governance reporting and management dashboards for senior management and oversight committees.
RUN Service Management
Establish and maintain a comprehensive service management framework across IT Production Services.
Define, monitor, and improve service management standards related to operational processes, documentation, controls, and service delivery.
Conduct periodic quality reviews, control checks, and process compliance assessments of the service management framework.
Drive initiatives to improve service management quality, operational discipline, and process adherence.
Coordinate service improvement programs across Incident, Problem, Change, Configuration, and Service Request Management processes.
Ensure service management metrics are effectively monitored and communicated to stakeholders.
Identify recurring operational weaknesses and drive corrective and preventive actions.
KPI Governance & Service Performance Management
Own and coordinate the KPI framework for IT Production Services.
Consolidate, analyze, and publish operational and management reporting dashboards.
Monitor service performance trends and provide actionable recommendations for continuous improvement.
Ensure KPI definitions, calculations, and reporting methodologies remain consistent and aligned with Group requirements.
Facilitate operational reviews with Service Managers and operational stakeholders.
Promote a data-driven culture through rigorous performance measurement and transparent reporting.
Automation & Operational Efficiency
Define and drive the strategic automation roadmap for IT Production Services (backed by a minimum of 10 years of experience in driving automation initiatives).
Identify opportunities to reduce manual effort, elevate service quality, and enhance operational efficiency through targeted automation initiatives.
Lead complex automation projects related to operational processes, controls, reporting dashboards, and workflow optimization.
Drive the automation of Service Requests through ServiceNow and other approved platforms.
Partner with operational teams to identify high-value automation opportunities and rigorously track benefits realization.
Promote a culture of innovation and continuous improvement across IT Production Services.
ServiceNow Governance & Tool Evolution
Leverage 10+ years of hands-on experience in administering, supporting, and managing IT Service Management (ITSM) platforms, specifically focusing on ServiceNow administration and configuration.
Manage key platform modules including Incident, Problem, Change, Request, and Knowledge Management.
Configure workflows, notifications, approvals, user groups, and role/access management structures, alongside foundational knowledge of CMDB and Configuration Management.
Act as the central Control Tower focal point for ServiceNow enhancements and evolution requests.
Collect, prioritize, and coordinate technical requirements with Head Office and relevant cross-functional stakeholders.
Contribute to workflow enhancements, automation capabilities, reporting upgrades, and user experience improvements.
Support the deployment and adoption of new ServiceNow features and structural process improvements.
Ensure the ServiceNow platform evolves in alignment with operational priorities, governance requirements, and Group standards.
Business Continuity & Operational Resilience
Coordinate Business Continuity Planning (BCP) activities across IT Production Services.
Maintain rigorous oversight of recovery plans, testing schedules, and resilience-related action plans.
Coordinate periodic BCP exercises and actively follow up on resulting improvement actions.
Ensure strict alignment between operational procedures, recovery strategies, and Group resilience requirements.
Produce precise governance reporting related to resilience readiness and continuity capabilities.
Knowledge Management, Training, & Awareness Governance
Own and evolve the Knowledge Management framework across IT Production Services.
Ensure operational documentation, procedures, knowledge articles, and runbooks remain current, relevant, and easily accessible.
Promote knowledge sharing and cross-skilling initiatives across diverse operational teams.
Establish robust controls governing documentation quality and periodic review cycles.
Coordinate targeted awareness campaigns, training initiatives, and continuous learning programs.
Manage mandatory knowledge assessments and quiz programs, ensuring strict compliance with participation requirements across teams.
Measure participation rates, program effectiveness, and knowledge retention across the organization.
Transversal Initiatives & Continuous Improvement
Lead and coordinate cross-functional initiatives sponsored by the Control Tower.
Facilitate seamless collaboration between operational, governance, support, and executive management teams.
Identify strategic opportunities to improve operational maturity, process effectiveness, and customer experience.
Contribute actively to strategic transformation, efficiency, and innovation programs across the organization.
Support the ongoing evolution of the Control Tower operating model and governance framework.
Qualifications & Profile
Key Experience & Skills Sought
Total Experience:
10 to 12 years of overall professional experience in IT Operations, IT Service Management, Governance, Service Delivery, or Operational Excellence functions (with a strong preference for backgrounds within banking, financial services, or other highly regulated environments).
ITSMS / Domain Expertise:
Minimum 8 years of robust experience in supporting and delivering IT Service Management (ITSM) solutions within the investment banking and financial sector.
Governance & Controls:
Proven experience managing governance frameworks, permanent controls, audit coordination, risk assessments, remediation plans, and operational quality programs.
Automation & Transformation:
Demonstrated success leading automation initiatives and operational transformation projects (minimum 10 years of experience driving automation).
Tool Proficiency:
Minimum 5 years of hands-on experience working with ServiceNow (Incident, Change, Problem, CMDB, and Request modules).
Analytical & Reporting Acumen:
Strong analytical capability, exceptional KPI management skills, and experience driving Operational Quality Management.
Stakeholder Management:
Exceptional communication, presentation, and stakeholder management skills, with the ability to manage multiple complex initiatives simultaneously in a multicultural, geographically distributed international environment.
Mandatory Technical Competencies
ITIL Framework Knowledge:
Incident Management
Problem Management
Change Management
Service Request Management
Service Level Management (SLA)
Configuration Management
Knowledge Management
ITSM Tool Expertise:
Minimum 5 years of specialized handling of ServiceNow (covering Incident, Change, Problem, CMDB, and Request modules).
Certifications
Minimum Requirement:
ITIL 4 Foundation
Preferred:
ITIL V3 Expert / ITIL 4 Managing Professional
Core Soft Skills & Attributes
Strong leadership, executive presence, and influencing skills.
Excellent verbal and written communication abilities.
Sharp analytical, critical thinking, and problem-solving mindset.
Exceptional aptitude for bridging technical, functional, and management stakeholders.
Proactive, autonomous, and strictly results-oriented work ethic.
Heightened awareness of governance, risk, and regulatory controls.
A natural mindset centered on continuous improvement and operational innovation.
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