Senior IT Service Manager (Banking Applications)

Responsibilities: Provide application support for business-critical banking applications, including internal systems, customer-facing platforms, and third-party SaaS solutions. Investigate application issues, perform root cause analysis, manage incidents, and coordinate timely resolution with development, infrastructure, vendors, and support teams. Support transaction processing systems, client onboarding platforms, compliance tools, and other core banking applications. Assist business users with application-related issues and ensure applications support business and regulatory requirements. Manage and continuously improve IT Service Management (ITSM) processes, including Incident, Problem, Change, ServiceRequest, Service Catalog, Service Level, Service Design, and Service Continuity Management. Develop and maintain the IT Service Catalog, monitor SLA/OLA performance, and drive continuous service improvement initiatives. Support and enhance ServiceNow-enabled ITSM workflows while improving service delivery efficiency and operational resilience. Lead L0, L1, and L2 support teams, manage critical incidents, and ensure the availability and reliability of production services. Collaborate with business users, regional teams, and vendors, acting as the key liaison between Singapore and Japan stakeholders. Drive IT service transformation initiatives and provide regular updates on service performance to senior management. Requirements: Bachelor's Degree in Information Technology, Computer Science, or a related discipline. Minimum 10 to 12 years of experience in IT Service Management, application support, or production support, preferably within the banking or financial services industry. Strong experience supporting business-critical banking applications, including transaction processing, client onboarding, compliance, and customer-facing platforms. Hands-on experience in IT Service Management(ITSM) processes, including Incident, Problem, Change, Service Request, Service Catalog, Service Level, Service Design, and Service Continuity Management. Experience with ServiceNow and other IT service management or ticketing tools such as JIRA. Proven experience in incident management, root cause analysis, service delivery optimisation, and continuous service improvement. Strong understanding of IT service governance, SLAs/OLAs, business continuity, and disaster recovery planning. Proven leadership experience managing L0, L1,and L2 support teams, with the ability to coordinate cross-functional and regional stakeholders. Strong communication, stakeholder management, and problem-solving skills, with the ability to work effectively in a fast-paced environment. ITSM certification will be an advantage. Preferred Experience: Experience within banking or financial services organisations. Experience supporting regional or cross-border stakeholders. Familiarity with Singapore financial regulations and data handling practices. Experience using ServiceNow, JIRA, or other IT service management tools. Additional info: This is a contract position ending 31 March2027, subject to extension based on business needs and project requirements. To learn more about this opportunity, please contact Yingying at yingying.lai@gmprecruit.com We regret that only shortlisted candidates will be notified. GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239