Director, IT Service Management Lead
Core
Lead the strategic transformation and governance of IT Service Management (ITSM) across APAC, establishing a high-performing regional service management function that enables resilient, customer-centric, and efficient technology operations.
Role type
Director, IT Service Management Lead
Builds
Regional ITSM operating model, ServiceNow platform capabilities, Command Centre capability
Domain
Corporate Banking / BFSI / Regulated Financial Services
Required skills
Strategic ITSM governance, ServiceNow platform leadership, Incident/Problem/Change/Service Level/Capacity management, Telemetry and Observability platforms, Regional team leadership, Regulatory compliance, Financial budget management
Preferred skills
ITIL v4 certification, ServiceNow certification, 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 capability, Manage ITSM financial responsibilities including licensing and vendor partnerships, Ensure achievement of service availability targets and SLA/OLA commitments, Lead and develop a high-performing regional ITSM team, Embed ITSM controls into operational risk and audit frameworks, Drive strategic roadmap and evolution of the ServiceNow platform
Seniority
Director, strategic leadership & regional oversight