Contract Senior (S), Senior Operations Delivery Manager, SRE, Group Technology | Singapore, SG

Contract Senior (S), Senior Operations Delivery Manager, SRE, Group Technology

Business Function
Group Technology enables and empowers the bank with an efficient, nimble, and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Technology, we manage most the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

About the Role:
We are seeking a highly motivated and experienced Senior Operations Delivery Manager to join our ITSM team. This role will be instrumental in developing and implementing ITSM strategies, policies, and frameworks aligned with organizational resiliency goals. The ideal candidate will have a strong ITIL foundation, experience with SRE principles, and a proven track record of driving operational efficiency and service stability. They will lead ITSM initiatives, ensuring seamless integration of ITIL and SRE practices. This individual will also champion a culture of continuous improvement, resiliency, and proactive service management.

Key Responsibilities:

• Develop and implement ITSM strategies, policies, and frameworks aligned with organizational resiliency goals.
• Lead ITSM initiatives, integrating ITIL and SRE practices for operational efficiency and service stability.
• Foster a culture of continuous improvement, resiliency, and proactive service management.
• Lead cross-functional service improvement and process re-engineering projects.
• Bridge traditional ITIL frameworks and SRE practices to enhance service reliability, scalability, and efficiency.
• Oversee critical ITIL processes (Incident, Problem, Change, Capacity, and Service Level Management) in collaboration with process owners.
• Conduct in-depth process analysis, identifying re-engineering opportunities to eliminate inefficiencies, reduce costs, and improve performance.
• Integrate SRE principles (error budgeting, Service Level Indicators (SLIs), Service Level Objectives (SLOs), observability, and post-mortem practices) into re-engineered ITIL processes.
• Design and implement scalable, automated, and optimized processes aligned with business goals and operational needs.
• Lead implementation and optimization of ITSM tools (e.g., ServiceNow, Cloudwise) across diverse teams, incorporating re-engineered workflows.
• Manage large-scale ITSM projects, defining requirements, milestones, and deliverables with stakeholders.
• Oversee service transition into production, ensuring readiness and effective knowledge transfer.
• Collaborate with senior leaders, IT teams, and business stakeholders to align ITSM initiatives with organizational objectives.
• Define and manage critical business services, establishing SLOs, performance KPIs, and metrics for re-engineered processes.
• Deliver actionable insights through comprehensive reporting on SLA compliance, service quality, and operational KPIs, focusing on re-engineered outcomes.
• Stay current with industry best practices and trends in ITIL and SRE.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification (mandatory); advanced ITIL certifications (e.g., Managing Professional) are a plus.
• Certification in Site Reliability Engineering (SRE) or equivalent experience with SRE principles.
• 8+ years of experience in IT Service Management, including at least 3 years in a leadership role.
• Proven expertise implementing ITIL-based frameworks and driving continuous improvement.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Cloudwise, BMC Remedy).
• Strong understanding of ITIL processes and SRE practices, including incident response, root cause analysis, and monitoring.
• Excellent analytical, communication, and leadership skills.

Apply now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.