ITSM RUN Service Lead

About the role

Crédit Agricole Corporate and Investment Bank (CIB) is looking for a senior ITSM RUN Service Lead to join the Control Tower section in Singapore. The role oversees the operational delivery of RUN Incident Management, RUN Problem Management and RUN Change Management, ensuring they run consistently and in line with Group policies, controls, service levels and operational standards. It also provides direction, prioritization, coaching and oversight to the RUN Incident, Problem and Change Managers.

Key responsibilities

• Provide leadership and operational direction to the RUN Incident, Problem and Change Management teams and coordinate the three practices.
• Monitor performance, service quality, compliance, risks and recurring issues, and report periodically to senior management.
• Major Incident: own it end to end, coordinate support engineers, follow the process from opening to closure, and trigger the Crisis Management process when needed.
• Problem Management: build and enforce the problem management procedure, define RACI and root cause methodologies, train teams, review KPIs and coach problem-solving approaches.
• Change Management: oversee Change Managers, review Change Requests for risk, impact and readiness, and run Change Advisory Board meetings.
• Identify operational gaps, work with Service Operations, application, infrastructure and business line IT teams on corrective actions, and act as escalation point for cross-process issues.

Required profile

• Bachelor's degree or equivalent.
• At least 11 years of experience.
• Leadership, multitasking and strong verbal and written communication in an international context.
• Client-oriented, relationship management, reactivity and ability to learn and adapt.