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Open nowPosted today

ITSM Transverse Service Lead

DNA AI TECHNOLOGIES PTE. LTD.

Pay
SGD 10,500 – SGD 14,000 a Monthly
Where
Central, Singapore
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Your applicationOpen nowITSM Transverse Service LeadDNA AI TECHNOLOGIES PTE. LTD. · Central, Singapore

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Share of postings closed within
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  2. 4.5%3 days
  3. 12.4%7 days
  4. 20.0%14 days
  5. 35.5%30 days
  6. 58.6%60 days
This job: posted today

The posting

Main Responsibilities

Governance, Permanent Control & Risk Management

  • Represent ISAP in governance forums with Head Office, Permanent Control, Risk, and Audit stakeholders.
  • Act as the primary coordinator for Permanent Control activities across IT Production Services.
  • Coordinate and monitor the implementation of recommendations resulting from audits, inspections, reviews, and control assessments.
  • Manage and coordinate the annual Self-Risk Assessment (SRA) process for IT Production Services.
  • Ensure risks, action plans, and mitigation activities are appropriately documented, monitored, and reported.
  • Track, challenge, and follow up on remediation plans arising from internal audits, external audits, regulatory reviews, and inspection findings.
  • Support operational teams in maintaining compliance with Group standards, controls, and governance requirements.
  • Prepare governance reporting and management dashboards for senior management and oversight committees.

RUN Service Management

  • Establish and maintain a comprehensive service management framework across IT Production Services.
  • Define, monitor, and improve service management standards related to operational processes, documentation, controls, and service delivery.
  • Conduct periodic quality reviews, control checks, and process compliance assessments of the service management framework.
  • Drive initiatives to improve service management quality, operational discipline, and process adherence.
  • Coordinate service improvement programs across Incident, Problem, Change, Configuration, and Service Request Management processes.
  • Ensure service management metrics are effectively monitored and communicated to stakeholders.
  • Identify recurring operational weaknesses and drive corrective and preventive actions.

KPI Governance & Service Performance Management

  • Own and coordinate the KPI framework for IT Production Services.
  • Consolidate, analyze, and publish operational and management reporting dashboards.
  • Monitor service performance trends and provide actionable recommendations for continuous improvement.
  • Ensure KPI definitions, calculations, and reporting methodologies remain consistent and aligned with Group requirements.
  • Facilitate operational reviews with Service Managers and operational stakeholders.
  • Promote a data-driven culture through rigorous performance measurement and transparent reporting.

Automation & Operational Efficiency

  • Define and drive the strategic automation roadmap for IT Production Services (backed by a minimum of 10 years of experience in driving automation initiatives).
  • Identify opportunities to reduce manual effort, elevate service quality, and enhance operational efficiency through targeted automation initiatives.
  • Lead complex automation projects related to operational processes, controls, reporting dashboards, and workflow optimization.
  • Drive the automation of Service Requests through ServiceNow and other approved platforms.
  • Partner with operational teams to identify high-value automation opportunities and rigorously track benefits realization.
  • Promote a culture of innovation and continuous improvement across IT Production Services.

ServiceNow Governance & Tool Evolution

  • Leverage 10+ years of hands-on experience in administering, supporting, and managing IT Service Management (ITSM) platforms, specifically focusing on ServiceNow administration and configuration.
  • Manage key platform modules including Incident, Problem, Change, Request, and Knowledge Management.
  • Configure workflows, notifications, approvals, user groups, and role/access management structures, alongside foundational knowledge of CMDB and Configuration Management.
  • Act as the central Control Tower focal point for ServiceNow enhancements and evolution requests.
  • Collect, prioritize, and coordinate technical requirements with Head Office and relevant cross-functional stakeholders.
  • Contribute to workflow enhancements, automation capabilities, reporting upgrades, and user experience improvements.
  • Support the deployment and adoption of new ServiceNow features and structural process improvements.
  • Ensure the ServiceNow platform evolves in alignment with operational priorities, governance requirements, and Group standards.

Business Continuity & Operational Resilience

  • Coordinate Business Continuity Planning (BCP) activities across IT Production Services.
  • Maintain rigorous oversight of recovery plans, testing schedules, and resilience-related action plans.
  • Coordinate periodic BCP exercises and actively follow up on resulting improvement actions.
  • Ensure strict alignment between operational procedures, recovery strategies, and Group resilience requirements.
  • Produce precise governance reporting related to resilience readiness and continuity capabilities.

Knowledge Management, Training, & Awareness Governance

  • Own and evolve the Knowledge Management framework across IT Production Services.
  • Ensure operational documentation, procedures, knowledge articles, and runbooks remain current, relevant, and easily accessible.
  • Promote knowledge sharing and cross-skilling initiatives across diverse operational teams.
  • Establish robust controls governing documentation quality and periodic review cycles.
  • Coordinate targeted awareness campaigns, training initiatives, and continuous learning programs.
  • Manage mandatory knowledge assessments and quiz programs, ensuring strict compliance with participation requirements across teams.
  • Measure participation rates, program effectiveness, and knowledge retention across the organization.

Transversal Initiatives & Continuous Improvement

  • Lead and coordinate cross-functional initiatives sponsored by the Control Tower.
  • Facilitate seamless collaboration between operational, governance, support, and executive management teams.
  • Identify strategic opportunities to improve operational maturity, process effectiveness, and customer experience.
  • Contribute actively to strategic transformation, efficiency, and innovation programs across the organization.
  • Support the ongoing evolution of the Control Tower operating model and governance framework.

Qualifications & Profile

Key Experience & Skills Sought

  • Total Experience: 10 to 12 years of overall professional experience in IT Operations, IT Service Management, Governance, Service Delivery, or Operational Excellence functions (with a strong preference for backgrounds within banking, financial services, or other highly regulated environments).
  • ITSMS / Domain Expertise: Minimum 8 years of robust experience in supporting and delivering IT Service Management (ITSM) solutions within the investment banking and financial sector.
  • Governance & Controls: Proven experience managing governance frameworks, permanent controls, audit coordination, risk assessments, remediation plans, and operational quality programs.
  • Automation & Transformation: Demonstrated success leading automation initiatives and operational transformation projects (minimum 10 years of experience driving automation).
  • Tool Proficiency: Minimum 5 years of hands-on experience working with ServiceNow (Incident, Change, Problem, CMDB, and Request modules).
  • Analytical & Reporting Acumen: Strong analytical capability, exceptional KPI management skills, and experience driving Operational Quality Management.
  • Stakeholder Management: Exceptional communication, presentation, and stakeholder management skills, with the ability to manage multiple complex initiatives simultaneously in a multicultural, geographically distributed international environment.

Mandatory Technical Competencies

  • ITIL Framework Knowledge: Incident Management Problem Management Change Management Service Request Management Service Level Management (SLA) Configuration Management Knowledge Management
  • ITSM Tool Expertise: Minimum 5 years of specialized handling of ServiceNow (covering Incident, Change, Problem, CMDB, and Request modules).

Certifications

  • Minimum Requirement: ITIL 4 Foundation
  • Preferred: ITIL V3 Expert / ITIL 4 Managing Professional

Core Soft Skills & Attributes

  • Strong leadership, executive presence, and influencing skills.
  • Excellent verbal and written communication abilities.
  • Sharp analytical, critical thinking, and problem-solving mindset.
  • Exceptional aptitude for bridging technical, functional, and management stakeholders.
  • Proactive, autonomous, and strictly results-oriented work ethic.
  • Heightened awareness of governance, risk, and regulatory controls.
  • A natural mindset centered on continuous improvement and operational innovation.

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