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Urgent! IT Service Manager Job Opening In Singapore, Singapore – Now Hiring KRIS INFOTECH PTE. LTD.

IT Service Manager



Job description

Job Description:

IT SERVICE MANAGEMENT (40%):

  • Service Catalog Development: Design and document a comprehensive service catalog, ensuring all current IT activities are structured as formal services with defined SLAs.
  • Service Engineering: Lead efforts to optimize and standardize service delivery processes across L0, L1, and L2 support teams for improved efficiency and scalability.

  • Continuous Improvement: Implement best practices and ITSM frameworks to enhance service quality, ensure the services are stable, and align IT services with business objectives.

  • ServiceNow Implementation: Familiarity with ServiceNow implementation processes to support ITSM workflows, including incident, problem, and change management, ensuring streamlined service delivery.

LEADERSHIP (20%):

  • Production Service Management: Oversee production services within banking environments, ensuring high availability, reliability, and adherence to compliance standards.

  • Team Management: Lead and mentor L0, L1, and L2 support teams, fostering a culture of collaboration, high performance, accountability, and continuous improvement.

  • Strategic Vision: Define and drive vision for IT service transformation, ensuring alignment with business priorities and long-term operational goals.

  • Decision Making: Drive decisions involving key stakeholders, resolve service-related challenges, prioritize tasks, and ensure timely delivery of IT services.

  • Performance Management: Monitor team performance against KPIs and SLAs, providing feedback and implementing strategies to enhance productivity and service quality.

COMMUNICATION (20%):

  • Ensure timely and clear communication and updates, including incidents, to stakeholders including senior management and end users.

  • Bridge communication between technical teams and non-technical stakeholders to provide clarity and context.

STAKEHOLDER & USER ENGAGEMENT (20%):

  • Collaborate closely with business users to understand needs and minimize incident impact on operations.

  • Support Japanese-speaking stakeholders, ensuring language and cultural alignment.

  • Act as liaison between Singapore and Japan-based teams, and global/regional units during incident management.

Requirements:

EDUCATION:

  • Tertiary degree in technology from recognized educational institution.

  • Strong understanding of ITSM processes; certification highly preferred.

EXPERIENCE:

  • 10–12 years proven experience managing IT services within large-scale organization, preferably in banking/financial sector.

  • Proven experience managing critical incidents and working with virtual global teams, including Japanese-speaking stakeholders (optional).

  • Experience in IT Service Management, Operations, Infrastructure, or Production Support.

SKILLS:

  • Good understanding of Service Desk Operations, Escalation Management, Incident Management, and Stakeholder Management.

  • Experience with different tools (e.g., JIRA, ticketing tools).

  • Strong individual decision-making and problem-solving abilities under pressure.

  • Ability to prioritize and multitask effectively.

  • Excellent interpersonal skills to foster collaboration across teams and regions.


Required Skill Profession

Other General



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    Unlock Your IT Service Potential: Insight & Career Growth Guide


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