Job Description

Purpose of the role

APAC lead for GTSM, PBWM.

Key Accountabilities

Lead and oversee IT/Application Support services within a large, regulated enterprise, ensuring alignment with industry standards—preferably in PBWM.
Own and manage end-to-end Run the Bank (RtB) service delivery for complex, business-critical applications, focusing on service availability, stability, and minimizing customer impact.
Drive continuous improvement across Incident, Problem, Change, Release, and Major Incident Management, transitioning operations from reactive to proactive and predictive models.
Lead large, globally distributed teams with a focus on talent development, succession planning, capability building, and adoption of modern skills.
Oversee financial and capacity management processes, including budgeting, vendor relationship management, service cost optimization, and demand planning.
Drive transformation of operating models toward product-aligned support, self-service solutions, automation, and outcome-based service delivery.
Support Singapore business hours through flexible working patterns as required by operational needs.

Essential Skills/Basic Qualifications:

17+ years of progressive IT / Application Support leadership experience, with significant time operating at senior manager or director level in a large, regulated enterprise environment (Banking / Financial Services preferred).
Proven ownership of end to end Run the Bank (RtB) services for complex, business critical application estates, ensuring availability, stability, and customer impact resilience
Deep expertise across Incident, Problem, Change, Release, and Major Incident Management, with a demonstrated ability to mature services from reactive operations to proactive and predictive models.
Strong leadership in service resilience and operational continuity, including disaster recovery, system recovery planning, regulatory resilience testing, and audit ready assurance.
Executive level stakeholder management capability, with the ability to engage credibly with CIOs, senior technology leaders, regulators, and business executives, translating technical risk into clear business outcomes.
Experience establishing and operating robust governance frameworks, covering risk, controls, regulatory commitments, compliance obligations, and internal/external audits.
Demonstrated success in leading large, globally distributed teams, including talent development, succession planning, capability uplift, and modern skills adoption.
Strong financial and capacity management acumen, with experience managing budgets, vendor relationships, service cost optimization, and demand planning.
Track record of driving operating model change, shifting teams toward product aligned support, self-service, automation, and outcome-based delivery.
Roles requires working pattern to support Singapore business hours.
Ability to operate in a senior leadership on call / escalation role, providing calm, decisive leadership during major incidents and high severity production events.

Desirable skills/Preferred Qualifications:

Practical application of Site Reliability Engineering (SRE) concepts, including service metrics, reliability objectives, and proactive stability improvements.
Experience driving observability and event/alert reduction initiatives, including monitoring rationalization, alert quality improvement, and MTTR reduction.
Hands on exposure to cloud hosted and API driven platforms, particularly AWS based services, and distributed architectures.
Strong appreciation of automation and AI/GenAI enabled service management, using tooling to reduce toil, improve predictability, and scale operations.
Familiarity with Unix/Linux environments, databases, and enterprise middleware, enabling credible technical challenge and architecture discussions without being hands on.
Experience partnering closely with Engineering, Architecture, and Platform teams to influence design for support and resilience by design outcomes.
Exposure to transformation programs leveraging process intelligence / process mining, or similar data driven operational optimization approaches.
Global delivery experience, including managing teams across multiple geographies and time zones with strong cultural and operational alignment.
Proven change leadership mindset, with experience embedding continuous improvement, learning culture, and modern service management practices.
Formal certifications such as ITIL (Expert or Managing Professional), SRE, cloud certifications, or leadership development programs.

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