Senior IT Service Manager (Bank)

Responsibilities Oversee the support and smooth operation of business-critical banking applications, including internal systems, customer-facing platforms, and third-party SaaS solutions. Investigate, troubleshoot, and coordinate the resolution of application incidents, defects, and production issues, working closely with development, infrastructure, vendors, and L2/L3 support teams. Design, maintain, and continuously improve IT Service Management (ITSM) processes, service catalogues, SLAs, and ServiceNow workflows. Ensure high service availability, reliability, and compliance by managing incident, problem, change, request, and service continuity processes. Lead, mentor, and manage L0, L1, and L2 support teams while monitoring KPIs, SLAs, and driving continuous service improvement. Act as the primary liaison between business users, regional/global stakeholders, vendors to ensure effective communication and service delivery. Drive IT service transformation initiatives, optimize operational processes, and support production services aligned with business and regulatory requirements. Requirements 10–12 years of IT Service Management and application support experience, preferably within banking or financial services. Strong expertise in ITSM frameworks (Incident, Problem, Change, Request, Service Level, Service Catalogue, and Service Continuity Management) with ServiceNow experience; ITSM certification preferred. Extensive experience supporting business-critical banking applications, production environments, and application monitoring tools. Proven leadership experience managing L0/L1/L2 support teams, critical incidents, and cross-functional/global stakeholders with excellent communication skills. Experience using JIRA/ticketing tools and knowledge of banking regulatory and data handling practices being an advantage. GMP Recruitment Services (S) Pte Ltd | EA Licence: 09C3051 | VO UYEN AI LINH | Registration No: R22109232