Job title: IT Governance - ITSM Lead
Job type: Permanent
Emp type: Full-time
Location: Singapore
  • Banking
  • IT
  • Governance
  • Banking
  • NOT ( B3Caps ) AND NOT ( Z0Zap ) AND NOT ( BLKLS0T )
Salary type: Annual
Job published: 2018-09-27
Job ID: 32132

Job Description

The incumbent will be responsible for overseeing and driving the overall ITSM framework in NETS and oversee ITSM initiatives and structure to support IT Service Management while leveraging input from multiple stakeholders within the organization.


  • Own the Change Management and Service Request process and be overall accountable for the statuses of changes, root cause analysis of failed change and the associate problem. Provide insights on Change and Service Request within the organization and review actions to improve Change and Service Request process and numbers. Demonstrate failed changes are addressed and non-recurrence of such problems.
  • Own the Technology Knowledge/Document Management process and act as the single point of contact for the Technology SharePoint portal. Champion organization-wide knowledge sharing, so that the know-how, information and experience is shared inside
  • Improve and revise overall Technology processes by utilizing and leveraging good practice models including; ITIL® Frame Work, ISO 20000, COBIT, Six Sigma & Lean;
  • Act as a resource for all staff on ITSM processes and ensure expertise needed to meet ITSM objectives are in place;
  • Define a roadmap that will mark clear milestones and plan, design and implement effective service management processes supporting the process KPIs and Customer Satisfaction CSFs
  • Provide governance and ensure an environment where tasks are managed effectively;
  • Provide leadership, guidance and quality content review for deliverables produced by process, tolls, metrics and communication activities;
  • Provide escalation mechanisms for events or issues to the appropriate Executive Staff;
  • Train, coach and mentor other Service Management teams, providing career development and overseeing overall direction;
  • Work with the Technology leadership team to develop and steer the strategic direction for the Service Management division
  • Work collaboratively and provide leadership for other Service Quality Management units including: Continuous Service Improvement, Quality Control and Compliance & Service Management Metrics/SLA management
  • Serve on IT planning and policymaking committees as appropriate to drive the development of technology standards, governance processes and performance metrics



  • Degree in Computer Science, Information Systems or equivalent
  • 5 years of experience performing an incident management role in a IT service delivery environment is preferred
  • 5 years’ experience in Application Development and Support capacity
  • Certified ITIL Expert or at least 1 Intermediate modules preferred
  • Deep understanding of ITSM processes – Incident, Service Request, Change, Problem
  • Strong understanding of SLA / KPI applicable for Service Delivery in Application Support
  • Broad understanding across Tandem, Midrange, Open, Distributed Systems, and Networks
  • Demonstrate strong customer focus, with ability to manage stakeholder expectations
  • Ability to influence others, especially outside of your area of expertise