About this role
Job Description
Purpose of the role APAC lead for GTSM, PBWM.
Key Accountabilities
• Lead and oversee IT/Application Support services within a large, regulated enterprise, ensuring alignment with industry standards—preferably in PBWM. • Own and manage end-to-end Run the Bank (RtB) service delivery for complex, business-critical applications, focusing on service availability, stability, and minimizing customer impact. • Drive continuous improvement across Incident, Problem, Change, Release, and Major Incident Management, transitioning operations from reactive to proactive and predictive models. • Lead large, globally distributed teams with a focus on talent development, succession planning, capability building, and adoption of modern skills. • Oversee financial and capacity management processes, including budgeting, vendor relationship management, service cost optimization, and demand planning. • Drive transformation of operating models toward product-aligned support, self-service solutions, automation, and outcome-based service delivery. • Support Singapore business hours through flexible working patterns as required by operational needs.
Essential Skills/Basic Qualifications:
• 17+ years of progressive IT / Application Support leadership experience, with significant time operating at senior manager or director level in a large, regulated enterprise environment (Banking / Financial Services preferred). • Proven ownership of end to end Run the Bank (RtB) services for complex, business critical application estates, ensuring availability, stability, and customer impact resilience • Deep expertise across Incident, Problem, Change, Release, and Major Incident Management, with a demonstrated ability to mature services from reactive operations to proactive and predictive models. • Strong leadership in service resilience and operational continuity, including disaster recovery, system recovery planning, regulatory resilience testing, and audit ready assurance. • Executive level stakeholder management capability, with the ability to engage credibly with CIOs, senior technology leaders, regulators, and business executives, translating technical risk into clear business outcomes. • Experience establishing and operating robust governance frameworks, covering risk, controls, regulatory commitments, compliance obligations, and internal/external audits. • Demonstrated success in leading large, globally distributed teams, including talent development, succession planning, capability uplift, and modern skills adoption. • Strong financial and capacity management acumen, with experience managing budgets, vendor relationships, service cost optimization, and demand planning. • Track record of driving operating model change, shifting teams toward product aligned support, self-service, automation, and outcome-based delivery. • Roles requires working pattern to support Singapore business hours. • Ability to operate in a senior leadership on call / escalation role, providing calm, decisive leadership during major incidents and high severity production events.
Desirable skills/Preferred Qualifications:
• Practical application of Site Reliability Engineering (SRE) concepts, including service metrics, reliability objectives, and proactive stability improvements. • Experience driving observability and event/alert reduction initiatives, including monitoring rationalization, alert quality improvement, and MTTR reduction. • Hands on exposure to cloud hosted and API driven platforms, particularly AWS based services, and distributed architectures. • Strong appreciation of automation and AI/GenAI enabled service management, using tooling to reduce toil, improve predictability, and scale operations. • Familiarity with Unix/Linux environments, databases, and enterprise middleware, enabling credible technical challenge and architecture discussions without being hands on. • Experience partnering closely with Engineering, Architecture, and Platform teams to influence design for support and resilience by design outcomes. • Exposure to transformation programs leveraging process intelligence / process mining, or similar data driven operational optimization approaches. • Global delivery experience, including managing teams across multiple geographies and time zones with strong cultural and operational alignment. • Proven change leadership mindset, with experience embedding continuous improvement, learning culture, and modern service management practices. • Formal certifications such as ITIL (Expert or Managing Professional), SRE, cloud certifications, or leadership development programs.
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