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 [email protected]

We regret that only shortlisted candidates will be notified.

GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Lai Yingying | Registration No: R1110239