First Vice President, Head of End User Services

2 weeks ago

Singapore Sumitomo Mitsui Banking Corporation (SMBC) Full time

**Responsibilities**:

- Accountable for the overall End User Service Technology planning, project progress and operation escalation.
- Drive the End User Service Technology and service roadmap, including establishing the appropriate services or solutions to support the bank's requirement, establish relevant policies, governance, security standards and architecture specifications and ensure Run team manages the technology maintenance/refresh/upkeeping.
- Analyze end user services conditions, existing problems/inconveniences to users and recommend alternatives technologies, integration plan to enhance services quality with high levels of performance, security, scalability, maintainability, reliability upon deployment.
- Faceoff with internal business stakeholders to understand business requirements for end-user services, design and implement new solutions or enhancements to the User Experience
- Lead the End User Service Technology team, and drive high performance, well-being and development of the team members.
- Lead and manage solutions partners, vendors and service providers to attain high level of quality solution / service performance expected and meeting all establish SLA/OLAs/Quality standard.
- Manage service status, escalations, track major incidents and service issues. Coordinate updates to management and manage communications to users
- Lead and drive continuous Service, Solution and UX improvement.

**Job Requirements**
- Bachelor’s degree in IT or closely related field with min. 5 years of experience in managing team of 10 or more people or an equivalent combination of education and experience.
- Min. 10 years’ experience in IT End User Services or external Technology customer support role.
- Min. 7 years of work experience in Technology departments within a Financial Institution/banking environment.
- Min. 7 years of work experience in managing or developing next generation digital workspace and End user solutions.
- Strong knowledge of industry technology trends, and strong engagement network of vendors, partners and associated product/service provider would be an advantage
- Strong knowledge and experience of IT security, Risk Management and Security Controls.
- Excellent communication, interpersonal and presentation skills.
- Creativity, ingenuity, and willingness/ability to try new things.
- Excellent analytical skill with proven ability to work well in a challenging technical environment, multitask whilst delivering high quality solutions
- Strong Team orientation and an all-rounded team leader-player personality
- Possess strong cross-cultural leadership, collaboration and conflict resolution skills
- Industrial certification or practitioner of ITIL, SDLC, PMP/Prince2, Lean/Six Sigma etc, Technology Security or Risk Certifications preferred
- Knowledge in wider infrastructure domains e.g. Windows, AD, SCCM, HCI, network, etc would be an advantage.

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