Director, IT Service Management Lead
Core
Lead strategic transformation and governance of IT Service Management (ITSM) across APAC, establishing a high-performing regional function enabling resilient, customer-centric technology operations.
Role type
Director, IT Service Management Lead
Builds
Regional ITSM operating model, ServiceNow platform capabilities, Command Centre, and governance frameworks for APAC.
Domain
Corporate Banking / BFSI / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITSM governance, ServiceNow platform expertise, regional team leadership, incident/command center management, financial budget management, regulatory compliance, strategic roadmap planning
Preferred skills
Telemetry/Observability platforms (Splunk, ELK, Dynatrace), Japanese banking culture understanding
Technologies
ServiceNow, Splunk, ELK, Dynatrace
Responsibilities
Define and enhance ITSM Target Operating Model and governance frameworks; Chair regional IT Service Governance forums; Drive post-incident governance and root cause analysis; Build partnerships for incident response and crisis management; Lead development of regional Command Centre; Manage ITSM financial responsibilities; Ensure achievement of SLA/OLA commitments; Lead and coach regional ITSM teams; Embed ITSM controls into risk and audit frameworks; Drive ServiceNow platform evolution.
Seniority
Director, strategic leadership & regional oversight
