Director, IT Service Management Lead

About the role

Mitsubishi UFJ Financial Group (MUFG) is looking for a Director, IT Service Management Lead to lead the strategic transformation and governance of IT Service Management (ITSM) across APAC. The role establishes a high-performing regional service management function that enables resilient, customer-centric and efficient technology operations, using a hub-and-spoke model to standardise ITSM capabilities and strengthen ServiceNow adoption. It is a key partner to senior business and technology leaders, supporting operational governance, regulatory compliance and continuous service improvement.

Key responsibilities

• Define and lead the ASO ITSM Target Operating Model, setting governance frameworks, policies, controls and quality standards.
• Chair regional IT Service Governance forums and oversee Incident, Problem, Change, Service Level and Capacity Management practices.
• Drive post-incident governance with root cause analysis, accountability for remediation and preventive measures.
• Build accountability among system owners and technology teams, and strengthen partnerships with business stakeholders on incident response, contingency planning and crisis management.
• Lead the development of a regional Command Centre using observability, monitoring, automation and analytics.
• Manage ITSM financial responsibilities such as platform licensing, tooling investments, vendor partnerships and training budgets.
• Ensure service availability targets, SLA/OLA commitments and performance metrics are met.
• Lead, coach and develop a regional team of ITSM leaders and practitioners.
• Embed ITSM controls into operational risk, audit and regulatory frameworks.
• Drive the ServiceNow roadmap, including automation, workflow optimisation, reporting and new modules.

Required profile

• Minimum 15 years in corporate banking technology, with banks that have mature processes and services for business units and customers.
• Minimum 12 years leading SRE, IT service management or Incident Command, including at least 5 years leading regional ITSM functions; BFSI or regulated environments preferred.
• Proven corporate banking experience across deposits, loans, transaction banking, FX and payments.
• Bachelor's degree in IT, Computer Science or a related field; ITIL v4 certification preferred, ServiceNow certification a plus.
• Experience leading regional or global teams in a matrix environment; understanding of Japanese bank processes and culture is an advantage.

Required skills

• Deep knowledge of telemetry and observability platforms such as Splunk, ELK and Dynatrace.
• ServiceNow platform expertise.