IT Service Manager (Banking, Contract)

Role Overview
As the IT Service Manager, you will lead and oversee the end-to-end delivery of IT services across our banking operations. You will act as the critical bridge between technology teams and business units, ensuring seamless, secure, and highly available systems. This role demands a strong focus on incident management, application support, continuous service improvement, and strict adherence to financial regulatory compliance.

Key Responsibilities

• Service Delivery & Operations: Manage daily IT operations, ensuring high availability and performance of business-critical banking applications.
• Incident & Problem Management: Lead critical incident responses, minimizing downtime for customer-facing services. Conduct root-cause analysis (RCA) and implement preventative measures.
• Risk & Compliance: Ensure all IT services comply with regional financial regulations and frameworks (e.g., MAS Technology Risk Management). Enforce strict data privacy and cybersecurity standards.
• Vendor Management: Oversee third-party IT vendors and service providers, ensuring SLAs and contracts are strictly met.
• Service Level Management: Define, monitor, and report on SLAs and KPIs to senior stakeholders, continuously identifying areas for operational improvement.
• Release & Change Management: Govern the deployment of IT changes and upgrades, ensuring zero disruption to critical banking operations.

Qualifications & Requirements

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
• Min. 8 years and above of IT service management experience, preferably in Banking/ Financial services with prior experience leading L1/L2 support teams
• Experience in supporting banking applications ie. internal banking systems, customer-facing platforms, 3rd party SaaS solutions etc.
• Familiarity with service management tools ie. JIRA, ServiceNow etc.
• ITSM certifications will be advantageous
• Comfortable with project-based contract arrangement.