Head, Account Services Management Department

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Position Title: Head, Account Services Management Department

Job Summary:
 

• Oversees the service catalogue and service level agreement (SLA) of ITG with the bank and the business units
• Manages the service level managers in handling the unit’s business operations working with the business units and the delivery units in areas like SLA definition, review and monitoring, application roadmap definition and business recovery and continuity support

Role Exposure:
 

• Handles the overall SLA management for the bank as a whole in coordination with the business and ITG delivery units.
• Oversees the application roadmap definition in coordination with the business units and delivery units.
• Oversees the assessment and evaluation of BAU parameter changes requested by business units.
• Oversees the test script execution of all business units during business continuity and planning exercises 
• Plans and schedules the work load of service level managers
• Manages quality and timeliness of service level manager deliverables such as service catalogue updates, SLAs, application roadmaps, and evaluation of requests
• Recommends personnel training and development strategies for departmental personnel, ensuring that personnel’s technical knowledge and skills are current
• Handles personnel management including recruitment and selection, supervision, disciplinary actions and terminations, performance appraisals
• Develops and trains staff to ensure adequate and current skill sets
• Performs other related functions that may be assigned from time to time

Qualifications:
 

• Bachelor's Degree
• At least 12 to 15 years of experience in managing operations using ITIL concepts
• Seasoned leader with strong background in managing a mid-sized team
• ITIL Certification a plus
• Demonstrated industry experience in handling enterprise or complex projects
• Proficiency in project management software and/or tools
• Excellent communications skills (Oral/Written), interpersonal and presentation skills

Other Details:

Rank: Senior Officer

Unit: Enterprise Services Sector / Information Technology Group / Business Relationship Management Division / Account Services Management Department

Location: Metrobank Center, BGC, Taguig City

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