Head of IT Service Management (ITSM) and IT Operations - Financial Services

Job description

​We seek a dynamic and experienced Head of IT Service Management (ITSM) to lead our client ITSM function within the banking/financial services industry. The ideal candidate will have a strong background in managing IT services across cloud and on-premise environments, ensuring alignment with business goals while driving operational excellence. As a key leader, the Head of ITSM will oversee service delivery, continuous improvement, and adherence to ITIL best practices.

Key Responsibilities

• Lead the IT Service Management function, overseeing IT service delivery, incident management, change management, and problem management across cloud and on-premise infrastructures.

• Develop and implement ITSM strategies and frameworks that align with business objectives and regulatory requirements in the banking and financial services industry.

• Ensure compliance with ITIL best practices to maintain service quality, minimize downtime, and improve operational efficiency.

• Manage and optimize relationships with internal stakeholders, vendors, and service providers to ensure seamless IT service delivery.

• Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service performance.

• Drive continuous improvement initiatives across the ITSM function, leveraging automation and process enhancements to streamline operations.

• Oversee the transition and integration of new services into operations, ensuring minimal disruption and effective change management.

• Lead incident and crisis management efforts, ensuring timely and effective resolution of issues impacting business operations.

• Provide leadership and mentorship to the ITSM team, fostering a culture of excellence, accountability, and collaboration.

• Stay up-to-date with industry trends, emerging technologies, and regulatory changes to drive innovation and maintain competitiveness.

Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree is a plus.

• At least 10 years of experience in IT Service Management, with a proven track record in the banking or financial services industry.

• Strong expertise in managing IT services across cloud (AWS, Azure, etc.) and on-premise environments.

• ITIL certification (Expert level preferred) with demonstrated experience in implementing ITIL processes.

• In-depth understanding of regulatory requirements and compliance in the banking/financial services industry.

• Excellent leadership, communication, and stakeholder management skills.

• Experience with service management tools (e.g., ServiceNow, BMC Remedy) and cloud-native monitoring tools.

• Strong problem-solving skills with the ability to navigate complex and fast-paced environments.

Please email your resume to AngelicaD@charterhouse.com.sg for a confidential discussion.

EA License no: 16S8066 | Registration No: R1110125