Head of Service Management Division

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Job Summary:

The Head of Service Management Division works under the general direction and supervision of the Assistant Group Head and/or ITG Group Head. The role leads and oversees all Service Management activities for the bank's application systems assigned to the Division. Specifically, it includes the maintenance and support of production applications transitioned from other IT Delivery units and, as needed, the leadership of key initiatives aimed at enhancing application stability, improving customer experience, and increasing business unit operational efficiency.

The position is also responsible for the overall administration and management of the Division, including work prioritization, provision of technical direction and recommendations, staff hiring and development, ITG policy formulation, financial and budgetary oversight, identification of operational requirements, and the establishment of division-wide strategies, policies, procedures, and standards.

Role Exposure:

• Oversees the closure of application incidents needing second-level support within established service level requirement, operational requests and application maintenance, in coordination with the vendor where applicable.
• Drives the overall reduction of production incidents through problem resolution.
• From time to time, drives key initiatives to enhance application stability or customer experience or improve business unit's operational efficiency.
• Oversees the IT Service Transition of new application from other IT Delivery units.
• Oversees the definition of application service catalogue.
• Plans and schedules work for the division ensuring proper distribution of assignments and adequate allocation of resources and support utilities. Liaises with other ITG division heads in the optimal assignment and loading of ITG's available resources.
• Monitors financial activities to ensure team compliance to budget parameters.
• Handles personnel management including recruitment, selection, supervision, disciplinary actions and performance appraisals. Prioritizes staff workloads in order to meet the division's deliverables. Plans and monitors the development and training of staff to ensure adequate and current skill sets.
• Performs other related functions that may be assigned from time to time.

Qualifications:

Hard Skills

• 10+ years experience in an executive-level IT role.
• Strong technical background in: IT development and Production/Application Support
• Experience managing Level 1 and Level 2 production support teams.
• Solid Project Management skills (operations oversight, coordination with technical teams, delivery of system initiatives).
• Ability to manage large teams (60–150 resources).
• Preferably but not required if candidate has: Master's degree, ITIL certification and Experience in financial institutions or banking environments.

Soft Skills

• Strong stakeholder management; works with senior executives and multiple IT units.
• Effective leadership capability for large-scale teams.
• Strong communication and coordination skills for cross-functional collaboration.

Other details:

Rank: Senior Officer

Unit: Information Technology Group

Office Location: Metrobank Center, Bonifacio Global City