HEAD, SERVICE MANAGEMENT DIVISION

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This role is open for both iAspire candidates and external talents. We encourage you to refer candidates to this role.

Position Title:  Head Service Management Division 

Job Summary: 

Works under the general direction & supervision of the Assistant Group Head and/or ITG Group Head. Directs all activities related to Service Management of all the bank’s application systems assigned under the Division. Specifically, it covers maintenance and support of applications in Production that have been transitioned from other IT Delivery units; from time to time, drive the development of key initiatives to enhance application stability or customer experience or improve business unit’s operational efficiency. Responsible for the day-to-day administration and operation of the Division which includes work prioritization, technical recommendations, staff hiring, ITG policy formulation, financial and budgetary controls, identifying operational needs, and setting division-wide directions, policies and procedures

Role Exposure:

• Oversees the closure of application incidents needing second-level support within established service level requirement, operational requests and application maintenance, in coordination with the vendor where applicable.
• Drives the overall reduction of production incidents through problem resolution.
• From time to time, drives key initiatives to enhance application stability or customer experience or improve business unit’s operational efficiency.
• Oversees the IT Service Transition  of new application from other IT Delivery units. 
• Oversees the definition of application service catalogue.
• Plans and schedules work for the division ensuring proper distribution of assignments and adequate allocation of resources and support utilities.  Liaises with other ITG division heads in the optimal assignment and loading of ITG’s available resources.
• Monitors financial activities to ensure team compliance to budget parameters.
• Handles personnel management including recruitment,  selection, supervision, disciplinary actions and performance appraisals. Prioritizes staff workloads in order to meet the division’s deliverables. Plans and monitors the development and training of staff to ensure adequate and current skill sets.
• Performs other related functions that may be assigned from time to time.

Qualifications: 

Hard Skills

• 10+ years experience in an executive-level IT role.
• Strong technical background in: IT development and Production/Application Support
• Experience managing Level 1 and Level 2 production support teams.
• Solid Project Management skills (operations oversight, coordination with technical teams, delivery of system initiatives).
• Ability to manage large teams (60–150 resources).
• Preferably but not required if candidate has:Master’s degree, ITIL certification and Experience in financial institutions or banking environments.

Soft Skills

• Strong stakeholder management; works with senior executives and multiple IT units.
• Effective leadership capability for large-scale teams.
• Strong communication and coordination skills for cross-functional collaboration.