Senior/Bank IT Service Management

Why choose Yuka?

Yuka Pte Ltd is a leading IT solutions provider dedicated to empowering Singapore's banking institutions with transformative technology. We specialize in delivering bespoke, impactful IT solutions that drive operational excellence, enhance digital capabilities, and ensure regulatory compliance for major financial players. With deep expertise in the banking sector, Yuka designs and implements innovative IT frameworks spanning cloud integration, cybersecurity, and AI-driven analytics that align with the dynamic needs of modern finance.

At Yuka, we are committed to fostering a collaborative, innovative, and supportive work environment. In addition to a competitive remuneration package, we provide opportunities for professional development and hybrid work arrangements.

Job Summary

Yuka is seeking dedicated Bank IT Service Management personnel to join our dynamic team in Singapore. Here, you will play a crucial role in providing high-quality IT support to the customers and fostering a culture of collaboration, transparency, and accountability. The Senior personnel will play a crucial role in leading L0/L1/L2 IT support teams to provide high-quality IT support to the customers.

We are offering a 2-year renewable contract based on satisfactory performance and strong performers may be converted to Permanent staff.

Job Responsibilities

· User Support & Incident Handling/Customer relationship and communication

• With service mindset, respond and resolve user queries efficiently while ensuring excellent customer service.
• Provide both technical and non-technical support for Singapore Branch users.
• Ensure clear, concise, and professional communication with users, technical teams, and senior management.

· Documentation and Continuous Process Improvement

• Identify opportunities to enhance Help Desk processes and workflows.
• Contribute to the development and implementation of Help Desk policies and procedures.
• Maintain detailed user request logs and create comprehensive reports for stakeholders.
• Efficiently maintain the knowledge-based/FAQ to avoid dependency on L2 and L3 support teams.
• Introduce processes to consolidate and manage all the service requests flowing to IT department.

· IT Project Planning and Execution

• Part of the Command centre team to support day1 post critical projects cutover.
• Act as a liaison between users and technical teams to facilitate smooth communication and issue resolution during solution Go Live period.

· Technology exposure

• Maintaining IT Devices (iPads, Desktops, VDI's) and implement processes for comprehensive tracking and reporting.
• Overall knowledge about IT Infrastructure within a financial institute and networking devices.

For Senior Bank IT Service Management

·IT Service Management

• Service Catalogue Development: Design and document a comprehensive service catalogue, ensuring all current IT activities are structured as formal services with defined SLAs.
• Service Engineering: Lead efforts to optimize and standardize service delivery processes across L0, L1, and L2 support teams for improved efficiency and scalability.
• Continuous Improvement: Implement best practices and ITSM frameworks to enhance service quality, ensure the services are stable, and align IT services with business objectives.
• ServiceNow Implementation: Familiarity with ServiceNow implementation processes to support ITSM workflows, including incident, problem, and change management, ensuring streamlined service delivery.

·Leadership

• Production Service Management: Oversee production services within banking environments, ensuring high availability, reliability, and adherence to compliance standards.
• Team Management: Lead and mentor L0, L1, and L2 support teams, fostering a culture of collaboration, high performance, accountability, and continuous improvement.
• Strategic Vision: Define and drive vision for IT service transformation, ensuring alignment with business priorities and long-term operational goals.
• Decision Making: Drive decisions involving key stakeholders, resolve service-related challenges, prioritize tasks, and ensure timely delivery of IT services.
• Performance Management: Monitor team performance against KPIs and SLAs, providing feedback and implementing strategies to enhance productivity and service quality.

·Communication

• Ensure timely and clear communication and updates, including incidents, to stakeholders including senior management and end users.
• Bridge communication between technical teams and non-technical stakeholders to provide clarity and context.

· Stakeholder and user engagement

• Collaborate closely with business users to understand needs and minimize incident impact on operations.
• Support Japanese-speaking stakeholders, ensuring language and cultural alignment.
• Act as liaison between Singapore and Japan-based teams, and global/regional units during incident management.

Job Requirements

• Bachelor's degree in information technology or relevant field.
• Certification in ITIL Foundation is highly preferred.
• Minimum 5 years of experience as IT Help Desk/IT Support with 2 years in lead position preferably in a financial institution.
• For Senior personnel, minimum 10 years of experience with track records in managing IT services, Operations, Infrastructure, or Production Support in banking/financial institution.
• Experience managing critical incidents and working with virtual global teams, including Japanese-speaking stakeholders is advantageous.
• Good understanding of Service Desk Operations, Escalation Management, Incident Management, and Stakeholder Management.
• Experience with different tools such as JIRA and ticketing tools (ServiceNow).
• Strong individual decision-making and problem-solving abilities under pressure.
• Can prioritize and multitask effectively.
• Excellent interpersonal skills to foster collaboration across teams and regions.
• Able to perform business tasks in English (reading, writing, speaking).
• Able to communicate effectively with Japanese-speaking clients in Japanese (reading, writing, speaking) is highly preferred.

Working Conditions

• Location: Various locations with hybrid work arrangement
• Work Hours: Monday to Friday, 8:30AM to 5:30PM
• Environment: Collaborative and inclusive workplace with opportunities for professional development
• Salary: Competitive monthly salary based on experience and qualifications

Interested applicants please submit your application with your expected salary and notice period to be considered for the role.

We regret that only shortlisted candidates will be notified.