Vice President, ITSM Lead for Service Management Operations

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. This role sits at the intersection of service operations, governance, risk management, and continuous improvement. For a Vice President-level position, the scope should emphasize leadership, stakeholder management, operational resilience, and regulatory compliance. Job Purpose The Vice President, Service Management Operations is responsible for ensuring the stability, resilience, governance, and continuous improvement of IT services and business-critical applications. The role oversees service management practices, operational governance, risk and audit compliance, production support, and service improvement initiatives to deliver reliable, secure, and high-performing technology services aligned with business objectives and regulatory requirements. Key Responsibilities 1. IT Service Management (ITIL) • Lead the governance and delivery of IT services in accordance with ITIL best practices and organizational standards. • Establish and oversee service management processes, including Incident, Problem, Change, Knowledge, and Service Level Management. • Drive continual service improvement initiatives to enhance service quality, operational efficiency, and customer experience. • Monitor and report service performance against Service Level Agreements (SLAs), Key Risk Indicators (KRIs), and ISDRM requirements. • Conduct regular service reviews with stakeholders to identify improvement opportunities and address service gaps. • Ensure operational readiness and supportability for new applications, platforms, and technology deployments. 2. Risk Management • Identify, assess, and mitigate operational, technology, cybersecurity, and regulatory risks across IT services and applications. • Establish and maintain effective risk controls, ensuring compliance with internal policies, industry standards, and regulatory requirements. • Monitor risk indicators, control effectiveness, and emerging vulnerabilities to proactively manage risk exposure. • Lead the development and execution of remediation plans for identified risks and control gaps. • Support risk assessments for projects, changes, and production implementations to ensure operational resilience. 3. Audit and Compliance • Serve as the primary point of contact for internal, external, regulatory, and technology audits. • Ensure adherence to organizational policies, governance standards, and regulatory obligations. • Coordinate audit responses, evidence collection, management action plans, and remediation activities. • Track and drive closure of audit findings and compliance issues within agreed timelines. • Promote a strong control environment through continuous monitoring and governance oversight. 4. Service Management Operations • Lead day-to-day service operations to ensure high availability, reliability, performance, and operational resilience of applications and infrastructure services. • Oversee production support, incident management, problem management, and service recovery activities. • Manage operational governance forums, service reviews, capacity planning, and vendor performance management. • Develop and maintain operational metrics, dashboards, and reporting for management and regulatory oversight. • Drive operational excellence through process optimization, automation, standardization, and data-driven decision-making. • Collaborate with technology, business, and vendor teams to ensure seamless service delivery and customer satisfaction. 5. Project Management and Service Improvement • Lead strategic service management and operational improvement initiatives from concept through implementation and post-production stabilization. • Manage project scope, timelines, budgets, resources, dependencies, and risks to ensure successful delivery. • Partner with business stakeholders, technology teams, and vendors to drive service transformation and operational enhancements. • Champion automation, digitalization, and innovation initiatives to improve efficiency and reduce operational risk. • Ensure successful transition of new services and projects into steady-state operations with appropriate governance and support models. 6. Stakeholder Management and Leadership • Build strong partnerships with business leaders, technology teams, risk and compliance functions, and external vendors. • Provide leadership, coaching, and guidance to service management and operations teams. • Present service performance, risk posture, audit updates, and improvement initiatives to senior management and governance committees. • Foster a culture of accountability, continuous improvement, operational excellence, and customer-centric service delivery. Qualifications and Experience Education • Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline. • Professional certifications such as ITIL, PMP, PRINCE2, COBIT, CRISC, CISA, or equivalent are preferred. Experience • Minimum 10-15 years of experience in IT Service Management, IT Operations, Prod…