Job Description

: Job Purpose *

The Head of Service Management ensures technology services are designed, planned, implemented and improved in line with both current and future business needs. The job role engages, coordinates and supports CIMB Group Technology functions across all regions to ensure the consistent deployment of processes, tools and technology essential for effective service delivery and development. Functions and processes include:

• Technology Service Management strategy
• Technology services stakeholder relationship management
• Operational and planned service supplier relationship management
• Technology continuity management
• Knowledge management in relation to planned and operational systems and services.

Key Responsibilities *

Business Performance and Management

• Ensure the coherent and effective management of the processes, systems and people required to design, develop, deliver and improve technology services to meet CIMB business needs now and in the future. This includes:

• The preparation for new or changed services, oversight of the change process and the maintenance of regulatory, legal and professional standards
• Leadership of operational technology services, for example incident and request handling, through the direction of the Service Desk Manager
• The management of performance of systems and services in terms of their contribution to business performance
• The development of continual improvement plans to ensure that technology services adequately support business needs now and in the future.
• Drive continued improvement on processes across geographically dispersed operations teams.
• Creating, improving and institutionalizing a service management framework and practice for all IT divisions
• Ensure that adequate documentation, information repositories, staff training and other items essential for knowledge gathering, transfer and retention are in place throughout the full lifecycle for all supported systems and services
• Provide technology service continuity planning and support, within the context of overall business continuity plans.

• Broad understanding of the current and emerging technology trends, service management and compliance and risk frameworks in a complex global multi-vendor environment

People Management

• Recruit, lead, motivate, develop and manage the performance of direct reports, building a high calibre team with the skills and capabilities needed to deliver the required results.

Regulatory Compliance

• Reviewing and auditing in-country Service Management processes.
• Ensuring that all IT teams follow the incident management process for every incident.
• Review plans, procedures, and activities to support business recovery when problems occur including backup and restoration procedures, vendor agreements, spare parts, data retention, and restoration planning.
• Identifies and improves value-add processes, and minimizes or eliminates non-value add processes. Reviews processes and procedures for compliance and accuracy.
• Ensures an accurate and up-to-date set of documentation and model is maintained and available for the operational environment.

Job Specification *

Qualifications

(Basic Degree/Diploma etc)

• A Bachelor\'s degree in Information Systems, Engineering or other related disciplines from an accredited institution is required. A Master\'s degree is preferred.
• ITIL v3 Foundation or similar certification.

Professional Qualification and/or Regulatory, Licensing requirements
Relevant Work Experience

• 10+ years of experience in IT application development and IT project management across different platforms in a large IT organization and in a regional or multi-national setup managing a team of 100+ people.
• Designing and implementing ITIL and Operational processes.
• Enablement Talent and organizational change management to deliver value to the business.
• Incorporate technology, data and reporting architecture in the definition and design of the processes to meet required service levels.
• Experience in Program and Project Management as well as the detailed planning.
• Building deliverables inclusive of presentations, process designs, operating models, gap assessments, opportunities for improvement, etc.

Required Competencies and Skills *

Competencies/Skills (Essential to succeed in

this job)

Technical / Functional skills

• Project Management Skills
• ITIL / COBIT Certification
• MS Word, MS Project, MS Excel and Visio
• Experience in governance and service management including ITIL
• Experience in managing high severity incident

Personal skills

• Management and leadership
• Good Communication Skills
• Collaboration skills

\xef\x82\xb7 Critical thinking Skills
\xef\x82\xb7 Finance Skills
\xef\x82\xb7 Strong written and verbal communication skills
\xef\x82\xb7

Strong interpersonal and customer service skills

CIMB