Technical Service Delivery Manager_ Contract

Job responsibilities will include the following:

The Technology Service Manager will be responsible for championing the IT service delivery capabilities and managing the adoption and use of service management processes based on ITSM/ITIL best practices across Change & Run the Bank.

Primary responsibilities

Drive adoption of IT service management and operational best practices between run and change regime for the bank. The candidate should be well versed in ITSM policy related

- IT Asset Management

- Configuration Management / CMDB

- Incident Management

- Change Management

- Problem Management

- Service Request Management

- Release Management

1. Oversee and manage IT assets and the process, including hardware and software throughout its lifecycle. Work with APAC branches and standardize the process across the region.

2. Manage incident recovery from cradle-to-grave ensuring that tickets are created, well documented, updated appropriately and users are informed of the progress throughout the lifecycle. Responsible for facilitation and response of all major incidents impacting Business applications and Infrastructure Services on a 24/7/365 basis.

3. Institutionalize ITIL best practices in Problem Management, resulting in consistent execution of Root Cause Analysis, Corrective Actions. Provide reporting of metrics for Problem Management process, showing areas of accomplishment, opportunities for continual improvement.

4. Ensure that changes are recorded and evaluated and reviewed in a controlled manner. Responsible for controlling all the changes in the IT services.

Job Requirements

Bachelor's degree in information technology, Computer Science, Manage Information Science, Banking and Finance or equivalent.

Min. 5 years of working experience in a bank within Technology department. Strong Technology, Application, and Infrastructure knowledge.

Strong experience in IT service Management and support operation management.

Strong hands-on experience with IT Asset Management Process and managing assets lifecycle.

Strong knowledge in any of the IT Service management / Asset management tool. Knowledge in Service Now tool is an advantage.

Knowledge in end-to-end Technology spectrum (apps and infrastructure), including common infrastructure (cloud or on-prem) and associated control / monitoring tools (e.g. SCCM); good understanding of application control / monitoring tools.

Personal Attributes

- Strong communication, influencing and negotiation skill.

- Strong analytical and creative problem-solving skills. Logical and efficient, with keen attention to detail.

- Strong innovative mentality and mindset.

- Excellent listening, interpersonal, written, and oral communication skills.

- Ability to function independently without supervision.

- Strong sense of urgency.