Transverse Process Manager

SGD 66,000-126,000 / year

Main responsibilities * Participate and represent ISAP in the Run/process review governance with Head office Paris. * Perform the role of Process Manager for Incident and Problem Management for Main responsibilities Participate and represent ISAP in the Run/process review governance with Head office Paris. Perform the role of Process Manager for Incident and Problem Management for the GRC Cluster. Work with different teams such as the Permanent Control to track and ensure an efficient implementation of General Inspection recommendations Function as bridge between ISAP and the Head Office on all topics around ITSM evolutions. Drive and Run some transverse initiative around Run and Operational efficiency Data driven initiatives for automation of Service Requests Quality Control for Configuration Items Develop a cross-skilling program between different ITS Departments Drive creation of best practice documentation and training Work with Permanent Control for Annual Risk Assessment Oversee and follow-up on Audit recommendations by collaborating with ISAP and relevant parties Oversee and execute ITSM projects and related initiatives with little to no supervision. In partnership with the Control Tower, ensure a good adherence with all ITSM Processes and with associated Service Level Agreements. Provide guidance and direction to ITSM staff on day-to-day process support activities (e.g. Incident Lifecycle Coordinators, Major Incident Managers, etc.) Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g. Knowledge, Change, Configuration Management, etc.) Regularly review and update Process and ensure all revisions are appropriately deployed, to include requisite training of all impacted parties and stakeholders. Audit the quality KPIs periodically to ensure compliance to policy and standards. Provide best-practice guidance to all teams around effective utilization of ITSM processes Other duties may be assigned. As a member of ISAP/ITS, he/she: Facilitates collaboration and spread of information from and to the team Participates to the department’s activities including brainstorming, team building and other team or transversal actions Fosters innovation mindset Contributes to ISAP/ITS global branding and communication Contribute actively to transverses initiatives Qualifications and Profile Skills Sought: Proven working experience in end user services, infrastructure or application support. Detailed knowledge of the ITIL processes. Good understanding of Change, Configuration and Availability processes. The ability to work and team effectively with stakeholders and other management personnel. Managerial competence. Proven experience in working in, and basic management of, diverse and geographically dispersed teams. Proven experience working in an Operational environment. Excellent awareness of different cultures and working practices across the regions. Excellent Microsoft Office experience, predominantly PowerPoint Excel, Visio and Coordination skills French speaking is a plus Soft Skills: Strong leadership abilities with ability to do efficient multitasking Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process Client Oriented with Strong Relationship management. Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.) Experience: Infrastructure or Application support hands on experience of 5-10 years’ mandatory IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow Understanding of transversal technologies (SAN, Unix, Windows, Network, DBA) Technologies and/or Applications background with ability to grasp impact and interdependencies Click ‘apply’ or send resume to: [HIDDEN TEXT] Tamanna Bilandi| EA License No.91C2918| Personnel Registration No. R2096241

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