Senior IT Service Manager (Banking Applications)

Responsibilities: • Provide application support for business-critical banking applications, including internal systems, customer-facing platforms, and third-party SaaS solutions. • Investigate application issues, perform root cause analysis, manage incidents, and coordinate timely resolution with development, infrastructure, vendors, and support teams. • Support transaction processing systems, client onboarding platforms, compliance tools, and other core banking applications. • Assist business users with application-related issues and ensure applications support business and regulatory requirements. • Manage and continuously improve IT Service Management (ITSM) processes, including Incident, Problem, Change, ServiceRequest, Service Catalog, Service Level, Service Design, and Service Continuity Management. • Develop and maintain the IT Service Catalog, monitor SLA/OLA performance, and drive continuous service improvement initiatives. • Support and enhance ServiceNow-enabled ITSM workflows while improving service delivery efficiency and operational resilience. • Lead L0, L1, and L2 support teams, manage critical incidents, and ensure the availability and reliability of production services. • Collaborate with business users, regional teams, and vendors, acting as the key liaison between Singapore and Japan stakeholders. • Drive IT service transformation initiatives and provide regular updates on service performance to senior management. Requirements: • Bachelor's Degree in Information Technology, Computer Science, or a related discipline. • Minimum 10 to 12 years of experience in IT Service Management, application support, or production support, preferably within the banking or financial services industry. • Strong experience supporting business-critical banking applications, including transaction processing, client onboarding, compliance, and customer-facing platforms. • Hands-on experience in IT Service Management(ITSM) processes, including Incident, Problem, Change, Service Request, Service Catalog, Service Level, Service Design, and Service Continuity Management. • Experience with ServiceNow and other IT service management or ticketing tools such as JIRA. • Proven experience in incident management, root cause analysis, service delivery optimisation, and continuous service improvement. • Strong understanding of IT service governance, SLAs/OLAs, business continuity, and disaster recovery planning. • Proven leadership experience managing L0, L1,and L2 support teams, with the ability to coordinate cross-functional and regional stakeholders. • Strong communication, stakeholder management, and problem-solving skills, with the ability to work effectively in a fast-paced environment. • ITSM certification will be an advantage. Preferred Experience: • Experience within banking or financial services organisations. • Experience supporting regional or cross-border stakeholders. • Familiarity with Singapore financial regulations and data handling practices. • Experience using ServiceNow, JIRA, or other IT service management tools. Additional info: • This is a contract position ending 31 March2027, subject to extension based on business needs and project requirements. To learn more about this opportunity, please contact Yingying at yingying.lai@gmprecruit.com We regret that only shortlisted candidates will be notified. GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239