全职 ITSM Transverse Service Lead 工作, 薪水 up to SGD 10,500, DNA AI TECHNOLOGIES PTE. LTD. Central Region (Singapore) 公司招聘中 - Ricebowl

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.