Service Quality Manager, ITDR and SLM (Senior Associate / Associate Director)

  • Competitive
  • Singapore
  • Permanent, Full time
  • Bank of Singapore
  • 16 Aug 17

Service Quality Manager, ITDR and SLM (Senior Associate / Associate Director)

At Bank of Singapore, we are constantly on the lookout for exceptional individuals to join our team. We promote a culture of openness, teamwork and fairness. Most importantly, we invest in our people through our programmes that develop them on both professional and personal levels. Besides attractive remuneration packages, we offer non-financial benefits and opportunities to develop your potential within OCBC Group’s global network of subsidiaries and offices. If you have passion, drive and the will to succeed, rise to the challenge today!

Job Summary:
The ITDR Manager is responsible for developing, implementing and managing the enterprise ITDR program in BOS-Technology to ensure timely IT operations recovery following an inte
rruption in service caused by a technology system outage or disaster. This position manages and coordinates the resources required to plan for the restoration of data center operations, recovery of mission-critical business applications and production data, and support of the continuation of key business continuity objectives. This position conducts and/or participates in risk/threat vulnerability studies and impact assessments.

This role also operates as the BCM Coordinator for IT, working with the Bank's BCM team to ensure IT compliance to internal policies and regulatory requirements and coordinates annual BIA review of the IT BCP workbook, departmental call tree test, tabletop walk through and contribute to the BCM Maturity scorecard. Plan IT participation in the bank-wide BCP test.

In addition to the IT DR and IT BCP responsibilities, the role is expected to undertake the leadership responsibility on Service Level Management - ensuring that all service level agreements (SLAs) for information technology services across the organization are delivered according to specifications. This includes developing, managing, and administering service management best practices, focusing on the communication between the IT department and its clients in order to define and maintain the SLAs required for each business unit and countries. This role is also the Process Manager for BoS-IT's Service Level Management Process. SLM process is used throughout the service life-cycle by BoS-IT.

Roles and Responsibilities:
The main responsibilities of the candidate are:

  • Coordinate the BOS IT DR planning, testing, maintenance and execution of the recovery process aligned to the bank's framework. This includes DR tests such as OCBC, Telco & MPLS, Independent and new system pre/post go-live.
  • Coordinate stakeholder participation in the DR test program and provide post-mortem report for DR capability evaluation. Log issues and gaps identified during the DR test and track them to completion/closure.
  • Ensure sound governance and improve coverage for IT DR readiness and activation. Maintain IT DR plans for both sites, ensuring plans are well understood by IT recovery staff. Periodically, enhance the ITDR ITMP documents to tighten and document the DR process and requirements. Review IT DR procedures for completion and compliance to the template.
  • As the BCM Coordinator for IT, work with the Bank's BCM team to ensure IT compliance to internal policies and regulatory requirements. Coordinate annual BIA review of the IT BCP workbook, departmental call tree test, tabletop walk through and contribute to the BCM Maturity scorecard. Plan IT participation in the bank-wide BCP test.
  • Identify risk, gaps and limitations for the IT DR and IT Business Continuity areas and ensure those are communicated to the respective heads on the potential impact. When is there is a mismatch between business requirement and IT capability, ensure this gap is covered by Risk Acceptance and made known to the impacted stakeholders and BCM.
  • Negotiates, agrees and documents appropriate IT service targets with representatives of the business, and then monitors and produces reports on the service provider's ability to deliver the agreed level of service.
  • Enhance the team's working relationship with technology, operations and business stakeholders. Regular Service Review Meetings and service delivery management with escalation management.
  • Service Management Reporting - Performs MIS reporting functions and manage the enhancement & automation of MIS production including the periodic dashboard reporting, commentary & analysis. Design and publish new reports as required by Service Management. Reports may include preventable errors causing incidents, change failures causing incidents, performance closing of RCA corrective actions incidents.


Qualifications
Requirements:
  • At least 8 years of information technology experience including prior leadership experience in Service management areas within IT organization. Has an excellent understanding of IT service management and/or IT DR/BCM/SLM and proven track record within a diverse global organization.
  • Strong ability to work under pressure and systematic / analytical thinking are required.
  • Working knowledge of Technology Risk Management, IT Governance, Information Security management frameworks and regulatory requirements.
  • A strong team player who takes ownership of issues and problems for close follow up in the respective areas
  • Robust stakeholder management skills, with good verbal, interpersonal and written communications. Proficient communication skills (spoken and written) in direct customer facing with users at different levels - get things done, make things happen. Can demonstrate effective influencing skills in support of driving consistent application of standards across a global IT function.

Qualifications:
  • Bachelor's Degree in an IT related discipline.
  • Qualified to ITIL v3 practitioner/intermediate level or similar qualification in Service Management.