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Head of Service Management

Job description

A leading bank in the Philippines has an exciting opportunity for a Head of Service Management to lead the strategy and execution of service management processes across the bank. You will ensure the delivery of high-quality services, manage incidents and drive continuous improvement to meet business and customer needs. You will work closely with cross-functional teams to optimize service operations and maintain strong service levels.
 
Responsibilities:

  • Lead Service Delivery: Ensure the efficient, secure and consistent delivery of banking services, meeting customer and business needs.

  • Incident & Problem Management: Oversee response to incidents and lead root cause analysis to prevent recurring issues.

  • Continuous Improvement: Drive initiatives to enhance service quality, operational efficiency and customer satisfaction.

  • Team Leadership: Manage, mentor, and develop the Service Management team.

  • Stakeholder Collaboration: Partner with IT, operations, and senior leadership to align service management with business goals.

  • Risk & Compliance: Ensure service management processes meet regulatory standards and internal policies.

 Requirements:

  • Prefer more than 10 years in service management, operations, or a related field in banking or financial services.

  • Proven experience in managing and developing cross-functional teams.

  • Strong experience in deploying and maintaining large set-ups for applications and systems 

  • Strong understanding of IT systems, digital banking, and service management frameworks (e.g., ITIL).

  • Degree in Business, IT, Finance, or related field. ITIL or similar certifications are a plus.

Salary: Up to PHP6 million per year (negotiable)

If you are interested, please reach out to clarence@tenten-partners.com. 

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Equal Opportunity Statement

TENTEN Partners is an equal opportunity firm and is committed to providing equal employment opportunities to all qualified individuals without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable.