Vice President, Senior ITSM Manager - Service Level Management

About the role

Mitsubishi UFJ Financial Group (MUFG) is looking for an experienced Service Level Management practice leader to oversee the rationalization, redesign and ongoing governance of service level performance across multiple APAC countries, business units, service towers, internal teams and external providers. The role sits within the IT Service Management function and drives continuous service improvement in line with ITIL and ISO 20000 best practices, working with stakeholders in the Regional Headquarters (Singapore), APAC branches and Head Office (Japan).

Key responsibilities

• SLA management: lead standardization of SLAs across APAC, define measurable service targets with stakeholders, and manage the SLA lifecycle (development, approval, review, renewal)
• Service performance and reporting: monitor performance, identify risks and issues, prepare regular reports for management, run service review meetings and track issues and improvement actions
• Service improvement and issue management: handle SLA and OLA breaches, coordinate root cause analysis of recurring issues and drive corrective and preventive actions
• Supplier and service provider management: review supplier performance against SLAs and KPIs, validate reports, follow up on remediation and support risk assessments and third-party governance
• Stakeholder management: act as the main contact for service-level matters, communicate performance and risks to management and promote best practices through training
• ITIL integration: align SLM with Incident, Problem, Change, Availability, Capacity and Supplier Management processes, define service-level requirements before services go live, assess impacts of major changes and support incident reviews

Required profile

• Minimum 8 years of experience in IT Service Management or Service Level Management
• Demonstrated experience defining, managing and improving SLAs, OLAs, KPIs and service performance reporting
• Experience working across regional and global teams, cultures and time zones
• Good understanding of technology risk management and banking regulations in APAC; relevant certifications preferred

Required skills

• Proven experience with ITIL and service management best practices
• Familiarity with core ITSM processes (Incident, Problem, Change, Availability, Capacity, Supplier Management)
• Strong analytical, problem-solving and stakeholder management skills
• Excellent communication skills and ability to lead cross-functional initiatives