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Director, IT Service Management Lead
lead · Operations
Do you want your voice heard and your actions to count?
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.
With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.
Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.
Purpose of Job
Lead the strategic transformation and governance of IT Service Management (ITSM) across APAC, establishing a high-performing regional service management function that enables resilient, customer-centric, and efficient technology operations. Through a hub-and-spoke operating model, the Director will drive the standardization and continuous enhancement of critical ITSM capabilities, strengthen ServiceNow adoption, and embed best practices across the organization.
The role will serve as a key partner to senior business and technology leaders, ensuring robust operational governance, regulatory compliance, and continuous service improvement while driving innovation and service excellence to support the Bank's evolving business and technology landscape.
Job Responsibilities
- Define, lead, and continuously enhance the ASO IT Service Management (ITSM) Target Operating Model, establishing governance frameworks, policies, controls, and quality standards that drive service excellence across the region.
- Chair regional IT Service Governance forums and provide strategic oversight of Incident, Problem, Change, Service Level, and Capacity Management practices to ensure consistency, operational resilience, and regulatory compliance across APAC.
- Drive post-incident governance by engaging senior regional, global, and branch stakeholders, ensuring robust root cause analysis, accountability for remediation actions, and implementation of preventive measures to reduce recurrence.
- Establish a culture of accountability among system owners and technology teams, ensuring effective risk assessment, governance, and due diligence for technology changes to minimize operational disruptions and business impact.
- Build trusted partnerships with business stakeholders across the region to strengthen incident response, contingency planning, crisis management, and service recovery capabilities while enhancing confidence in Technology as a strategic business partner.
- Lead the development and maturity of a regional Command Centre capability, leveraging observability, monitoring, automation, and advanced analytics to improve service availability, operational visibility, and incident response effectiveness.
- Champion a customer-centric service culture by ensuring teams understand business impacts, prioritize rapid service restoration, and effectively manage stakeholder communications during incidents and major service events.
- Manage ITSM financial responsibilities, including platform licensing, tooling investments, vendor partnerships, and training budgets, ensuring optimal return on investment and alignment with business objectives.
- Ensure the achievement of service availability targets, SLA/OLA commitments, and operational performance metrics through effective governance, monitoring, and continual service improvement initiatives.
- Lead, coach, and develop a high-performing regional team of ITSM leaders and practitioners, fostering collaboration, knowledge sharing, and best practice adoption across branches and functions.
- Embed ITSM controls and governance requirements into operational risk, audit, and regulatory frameworks, ensuring policy adherence, audit readiness, and a strong control environment.
- Drive the strategic roadmap and evolution of the ServiceNow platform, enabling process automation, workflow optimization, enhanced reporting capabilities, and the implementation of new modules that support business and technology objectives.
Job Requirements
- Minimum 15 years in the corporate banking technology domain having worked with banks (international/ local) who have mature processes, technology for services provided to business units and customers
- Minimum 12 years leading SRE, IT service management or Incident Command with minimum 5 years leading regional ITSM functions; BFSI or regulated environments preferred.
- Proven experience in the corporate Banking domain across products (deposits/ loans/ transaction banking/FX/Payment) to appreciate the criticality of the services provided by technology and the associated impact during incidents.
- Deep knowledge of Telemetry and Observability platforms such as Splunk, ELK, Dynatrace etc.,
- Bachelor’s degree in IT, Computer Science, or related field; ITIL v4 certification preferred; ServiceNow certification a plus
- Experience leading regional or global teams and driving outcomes through influence, collaboration, and matrix leadership.
- Understanding of the processes, culture nuances of Japanese banks would be an advantage.
We regret to inform that only shortlisted applicants will be notified.
Mitsubishi UFJ Financial Group (MUFG) is an equal opportunity employer. We view our employees as our key assets as they are fundamental to our long-term growth and success. MUFG is committed to hiring based on merit and organsational fit, regardless of race, religion or gender.