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We are seeking an experienced Service Level Management practice leader to lead the rationalization, redesign, and ongoing governance of Service Level performance across multiple APAC countries, business units, service towers, internal teams, and external providers.
Job Responsibilities:
As part of the IT Service Management function, this role is responsible for overseeing Service Level Management and driving continuous service improvement in accordance with ITIL and ISO 20000 best practices.
Key responsibilities include developing and maintaining a measurable SLA framework, ensuring service commitments meet business needs and regulatory requirements, monitoring service performance against agreed SLAs and KPIs, conducting service reviews, addressing service gaps and breaches, and leading improvement initiatives to enhance service quality, reliability, and operational stability.
The role requires collaboration across multiple teams, functions, and regions, working with stakeholders in Regional Headquarters (Singapore), APAC branches, and Head Office (Japan) to ensure alignment and effective service delivery.
Key responsibilities:
1. SLA Management
- Lead the standardization and management of SLAs across APAC.
- Work with stakeholders to define clear and measurable service targets.
- Manage the SLA lifecycle, including development, approval, review, and renewal.
2. Service Performance & Reporting
- Monitor service performance and identify risks, issues, and improvement opportunities.
- Prepare and present regular service performance reports to management.
- Conduct service review meetings with business, technology, and supplier stakeholders.
- Track service issues, improvement actions, and governance decisions.
3. Service Improvement & Issue Management
- Manage SLA and OLA breaches and assess their business impact.
- Coordinate root cause analysis and resolution of recurring service issues.
- Drive corrective and preventive actions to improve service performance.
- Recommend improvements to service delivery, support processes, and operational resilience.
4. Supplier / Service Provider Management
- Monitor and review supplier and service provider performance against agreed SLAs, KPIs, and contractual commitments.
- Validate service performance reports and identify service improvement opportunities.
- Track and follow up on remediation actions arising from service failures, SLA breaches, and performance issues.
- Coordinate regular service review meetings with suppliers, service owners, and key stakeholders.
- Support supplier risk assessments, operational resilience reviews, and third-party governance activities to ensure service continuity and compliance.
5. Stakeholder Management
- Serve as the primary contact for service-level management matters.
- Collaborate with stakeholders across regions, functions, and service providers.
- Communicate service performance, risks, and recommendations to management.
- Promote Service Level Management best practices through training and guidance.
6. ITIL Integration
- Ensure Service Level Management is aligned with key ITIL processes, including Incident, Problem, Change, Availability, Capacity, and Supplier Management.
- Ensure service-level requirements are defined before new or changed services go live.
- Assess service impacts for major changes, transitions, and outsourcing initiatives.
- Support major incident reviews and post-incident assessments with relevant service performance insights.
Job Requirements:
- Minimum 8 years of experience in IT Service Management or Service Level Management.
- Proven experience in ITIL and service management best practices.
- Demonstrated experience in defining, managing, and improving SLAs, OLAs, KPIs, and service performance reporting.
- Good understanding of technology risk management and banking regulations in APAC; with relevant certifications preferred.
- Strong analytical, problem-solving, and stakeholder management skills.
- Experience working across regional and global teams, cultures, and time zones.
- Familiarity with core ITSM processes, including Incident, Problem, Change, Availability, Capacity, and Supplier Management.
- Excellent communication skills and ability to lead cross-functional initiatives and drive service improvements
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.