Team Head, Technology Service Operations (Director)

  • Competitive
  • Singapore Singapore Singapore SG
  • Permanent, Full time
  • Bank of Singapore
  • 25 Jun 18 2018-06-25

Team Head, Technology Service Operations (Director)

At Bank of Singapore, we are constantly on the lookout for exceptional individuals to join our team. We promote a culture of openness, teamwork and fairness. Most importantly, we invest in our people through our programmes that develop them on both professional and personal levels. Besides attractive remuneration packages, we offer non-financial benefits and opportunities to develop your potential within OCBC Group’s global network of subsidiaries and offices. If you have passion, drive and the will to succeed, rise to the challenge today!

Bank of Singapore opens doors to new opportunities.
Start your career with Bank of Singapore as a Team Head in the Technology Service Operations team! !

The role of the Team Head, Technology Service Operations is to manage the team and ensure that all the capabilities are delivered in a mature and efficient nature. This includes developing, managing, and administering service management best practices across Service Transition and Service Design capabilities.

Service Operations include:

  • Incident Management
  • Problem Management
  • Technology Operational Risk Incidents (ORI)
Responsibilities
  • Review and enhance the current Incident Management process to make it more efficient. Improve MTTR metrics for Major Incidents.
  • Review and identify technology incidents that are technology Operational Risk Incident (ORI) and work with the technology Support team on filing the ORI.
  • Manage MAS 644 relevant incidents and regulatory reporting needs on technology incidents.
  • Review and enhance the current Problem Management process to make it more efficient. Transform the approach into a more proactive model.
  • Ensure that the Problem Management process aligns closer with the TRM, ORI, TISO processes to ensure that we have a single record of events post an Incident.
  • Enhance the team's working relationship with technology, operations and business stakeholders. Regular Service Review Meetings and service delivery management with escalation management.
  • Collate/publish the Key Performance Indicators (KPI) - ensure all indicators are reported, reviewed and escalated with narratives supplied and action plans updated.
  • Provide governance across all IT Service Operations activities.


Qualifications
  • At least 15 years of information technology experience including prior leadership experience in Service Management areas within IT organization. Has an excellent understanding of IT Service Management and proven track record in establishing IT Service Operations function within a diverse global organization.
  • Financial technology background experience.
  • Strong ability to work under pressure and systematic / analytical thinking are required.
  • A strong team player who takes ownership of issues and problems for close follow up in the respective areas.
  • Robust stakeholder management skills, with good verbal, interpersonal and written communication. Proficient communication skills (spoken and written) in a direct customer facing role with users at different levels - get things done, make things happen. Can demonstrate effective influencing skills in support of driving consistent application of standards across a global IT function.
  • Track record of driving improved operational performance through the application of standards and process.
  • Bachelor's Degree in an IT related discipline
  • Qualified to ITIL v3 expert level