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Lead, Service Design Management

Employer
Standard Chartered Bank
Location
Singapore, Singapore
Salary
Competitive
Closing date
Dec 9, 2022

View more

Job Function
Other
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity , together with our brand promise, to be here for good are achieved by how we each live our valued behaviours . When you work with us, you'll see how we value difference and advocate inclusion. Together we:
  • Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
  • Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
  • Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
  • Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
  • Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
  • Flexible working options based around home and office locations, with flexible working patterns
  • Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
  • A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
  • Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
The Role Responsibilities
The role will be the Business Product Lead for Service Now (ITOM & ITSM); be the go to for gathering requirements and be the conduit to all business teams and the Service Now technical team. This is a critical role for not just for current ITOM / ITSM rollouts but also the related projects for HR & other teams. This experienced resource with knowledge of business needs and product capabilities, agile techniques is vital to keep the investment in these platforms productive. The role will have overall responsibility of Demand, Execution & support for the business side of Service Now - for all user groups across the Bank.
Strategy
  • Ensure service alignment of ITSM operations to the Group's business strategy and model appropriate to the role.
  • Supports Head of ITSM directly (when applicable) and indirectly on all facets of ITSM strategy, underpinned by the T&I strategy.
  • Accountable for ensuring the full cycle of demand to end supply is transparent, cost efficient and quick for
    • ITOM
    • ITSM
    • Platform and integrations
  • Any other modules
  • Provide Leadership globally to ensure consistency in the delivery, operations, quality and support.
  • Drive engagement with other teams in to ensure tools, process and metrics are fit for purpose and deliver value.
  • Provide strategic direction in Operational hygiene management using the best practise industry models.
  • Identify opportunities for improvement, cost saving, and service quality improvements.
  • Work with Domains and Stakeholders to ensure solutions delivered meet bank security standards.
  • Establish and maintain strong, strategic partnerships with vendors and service suppliers.
  • Manage Data Quality from stakeholders, with managed Governance
  • Ensure service meets quality expectations and SLA
  • Ensure product releases are aligned with business priorities and is released in compliance to Bank' standards and in a controlled manner
  • Ensure to work with ORMS to ensure the risk & audit related items for this function are managed
Business
  • Awareness and understanding of the wider business, economic and market environment in which the group operates.
  • Manage the costs within budget.
  • Forge deep relationships with stakeholders and understand their requirements. Where applicable factor into the strategic roadmap and provide solutions that adequately address their needs and solve issues and inefficiencies.
  • Ensure that the solutions delivered user friendly, intuitive & usable
  • Work closely as liaison between business and technical chapters to ensure a mutual understanding of processes and application
  • Manage the overall business release & deployment for ITOM / ITSM products.
  • Manage communication & training for stakeholders on release and product upgrades
Processes
  • Ensure compliance with the Bank's processes and standards.
  • Ensure that processes are following regulatory requirements where the Bank operates in.
  • Ensure that delivery meets upstream and downstream process expectations.
People and Talent
  • Responsible for team of high performing staff in global and hub locations.
  • Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.
  • Ensure the provision of ongoing training and development of people and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.
  • Employ, engage, and retain high quality people.
  • Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
Risk Management
  • Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group identified in the responsible services.
  • Awareness and understanding of key risks facing the Group and the role in managing them
  • Identify / address key issues based on this information and put in place appropriate controls and measures.
  • Ensure a full understanding of the risk and control environment within the function
  • Ensure support procedures are in place and adhere to Group Security & Audit policies within ITSM Operations.
  • Balance business performance delivery and technology cost management constraints with risk and control matters to ensures that they do not materially threaten the Group's ability to remain within risk appetite.
Key Stakeholders
  • Regional / Domain CIO's
  • Domain Heads - Technology domains
  • Service Now Technical product owners
  • Service Now user representatives
  • Global process owners
  • Risk & Control Functions
Other Responsibilities
  • Embed Here for good and Group's brand and values in ITSM Operations.
  • Perform other responsibilities assigned under Group, Country, Business or Functional Policies & procedures.

Our Ideal Candidate
  • Bachelor's degree in an Information Technology discipline or a related technical degree and 15+ years of experience in the financial industry
  • Demonstrated ability to define strategy and establish and execute plans to deliver the tool strategy
  • 10 years management experience including the planning and directing of complex ITSM implementation or management and defining roadmap, at an enterprise level of a nature similar in size and scope of Standard Chartered
  • Good ITIL understanding and ability to demonstrate and clearly articulate understanding of the Change, Incident, Problem, Event, Configuration Management and Service Level Management processes
  • Must possess up-to-date knowledge of current and emerging process areas consistent with the ITIL® V4 Process Model
  • Experience utilizing Service Management tools preferably BMC Remedy and/or ServiceNow
  • Excellent verbal and written communication skills with the ability to deliver presentations to multiple levels of the Management.
  • Demonstrated experience in achieving CMMI and ISO 20000 certifications.
  • Agile model of working - Foundation certified/trained
  • Ability to lead/influence others effectively

Role Specific Technical Competencies
  • Business Data Analysis
  • IT Incident Management
  • IT Service Change Management
  • Data Gathering and Reporting
  • IT Audit and Control
  • IT Industry: Trends & Directions
  • IT Service Management (ITSM)
  • Service Excellence
  • IT Standards, Procedures & Policies
  • Stakeholder Management

Visit our careers website www.sc.com/careers

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