IT Service Managment Lead

BCS is NETS’ wholly owned subsidiary, and is an entity within the NETS Group. It manages and operates clearing and payment infrastructure for the Singapore Automated Clearing House, including Fast And Secure Transfers (FAST), Inter-bank GIRO (IBG), Cheque Truncation System (CTS), and provides services for PayNow and SGQR Central Repository.

Position Overview

Platform Technology ensures BCS ITIL processes are operationally relevant and optimised with sufficient controls, providing the IT teams a framework to operate and deliver IT services to our customers.
ITSM lead role primarily develop, implement, and maintain IT service management processes and practices across the organization. The ITSM Lead will ensure alignment with ITIL best practices, drive service excellence, and improve customer satisfaction.

Key Responsibilities

• Develop and implement ITSM processes and practices (e.g., Incident, Problem, Change, Service Request).
• Lead the ITSM team, providing guidance, coaching, and mentorship.
• Ensure ITSM process alignment with ITIL best practices and industry standards.
• Collaborate with IT teams to improve service delivery, quality, and reliability.
• Develop and maintain ITSM documentation, policies, and procedures.
• Implement and maintain ITSM tools and technologies (e.g., ServiceNow, JIRA).
• Define and track ITSM metrics, KPIs, and service level agreements (SLAs).
• Conduct ITSM training and awareness programs for IT staff and customers.
• Ensure continuous service improvement and drive service excellence.
• Coach and Mentor Incident/Problem/Change/Release Managers.
• Able to manage major incident and provide timely update to senior stakeholders, regulator, and industry participants.
• Foster a culture of change resilience and continuous improvement with risk mindset.
• Work with Incident Manager to drive all incidents to resolutions as quickly as possible.
• Escalate all process breakdown related cases causing either a delay in resolution or an actual Service Level Agreement (SLA) breach.
• Participate in regular incident meetings to review open incidents and drive timely closure.
• Prepare periodic service reports for stakeholders.
• Perform analysis to identify trends.
• Continuously improve ITSM process and practice.
• Track and report all ITSM related KPIs.
• Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans.
• Support internal and external audit on ITSM practice.

Requirements

• Minimum 8-12 years of experience in ITSM/ITL in a large organisation
• Experience working in a regulated financial institution is an advantage.
• Good understanding of digital payments landscape is a plus.
• Proven history of ITSM implementation and management.
• Strong expertise in ITIL best practices and ITSM processes.
• Excellent leadership, communication, and problem-solving skills.
• Experience with ITSM tools and technologies (e.g., ServiceNow, JIRA).
• Effective communication skills and able to articulate complex matters in concise manner.
• Good inter-personal skills with the ability to manage customers well.
• Strong analytical skills and able to deal with complex technical and process subject matters.
• Self-motivated and able to work independently.
• ITIL 4 certified.

Banking Computer Services Pte Ltd (a subsidiary of Network for Electronic Transfers (Singapore) Pte Ltd)