Vice President, Senior ITSM Manager
Core
Lead the rationalization, redesign, and ongoing governance of Service Level performance across multiple APAC countries, business units, and external providers.
Role type
Senior ITSM Manager (Service Level Management practice leader)
Builds
Measurable SLA framework, service performance reports, and operational resilience for banking services
Domain
Financial Services / IT Service Management (ITIL, ISO 20000)
Required skills
SLA framework development, service performance monitoring, stakeholder management, supplier performance review, root cause analysis, ITIL process integration, regulatory compliance, cross-regional collaboration
Preferred skills
Technology risk management, banking regulations knowledge, service improvement initiatives
Technologies
ITIL, ISO 20000, SLA tools, KPI tracking systems
Responsibilities
Lead standardization and management of SLAs across APAC; Monitor service performance and identify risks/issues; Manage SLA and OLA breaches and assess business impact; Monitor and review supplier/service provider performance; Collaborate with stakeholders across regions and functions; Ensure alignment with ITIL processes (Incident, Problem, Change, Availability, Capacity, Supplier Management)
Seniority
Senior, hands-on IC