VP, Head of End User Services

Posted 19 October 2022
Salary 120-190K
Job type Permanent
ContactJK Lee

Job description

Our client is a leading international bank. With more than 50 years in Singapore. As the Asia Pacific headquarters, the tech center in Singapore with about 500 IT professionals is supporting branches in the region providing a range of corporate/ wholesale & consumer banking.

As part growing plan and upgrading and supporting their client in the region. they are looking for a VP/ HOD to take care of the End User Services

Job Responsibilities

  • Responsible for the overall End User Service Technology planning, project progress and operation escalation.
  • Drive the End User Service Technology and service roadmap, including establishing the appropriate services or solutions to support the bank's requirement, establishing relevant policies, governance, security standards and architecture specifications and ensuring the Run team manages the technology maintenance/refresh/upkeeping.
  • Analyze end-user services conditions, and existing problems/inconveniences to users and recommend alternative technologies, and integration plans to enhance service quality with high levels of performance, security, scalability, maintainability, and reliability upon deployment.
  • Faceoff with internal business stakeholders to understand business requirements for end-user services, design and implement new solutions or enhancements to the User Experience 
  • Lead the End User Service Technology team, and drive high performance, well-being and development of the team members. 
  • Lead and manage solutions partners, vendors and service providers to attain high-quality service performance. Meeting all established SLA/ OLAs/ Quality standards.
  • Manage service status, escalate, and track major incidents and service issues. Coordinate updates to management and manage communications with users
  • Lead and drive continuous Service, Solution and UX improvement.

 Job Requirements

  • Bachelor’s degree in computer science or related discipline
  • More than 10 years of experience in IT End User Services or external Technology customer support role
  • More than 5 years of team management
  • More than 7 years of work experience in managing or developing next-generation digital workspace and End-user solutions; preferably in a banking or financial institution environment.
  • Strong, diverse technical skills, especially in the areas related to end-user computing services including desktop, Microsoft Offices / O365, Video/voice conferencing, IP Phones, MDM / Intune, RAS, VDI Horizon, print services, application packaging, Windows GPOs, Infrastructure and Endpoint security, DevSecOps.
  • Strong knowledge of industry technology trends and a strong engagement network of vendors, partners and associated product/ service providers would be an advantage
  • Strong knowledge and experience in IT security, Risk Management and Security Controls.
  • Excellent communication, interpersonal and presentation skills.
  • Creativity, ingenuity, and willingness/ability to try new things.
  • Excellent analytical skills with proven ability to work well in a challenging technical environment, and multitask whilst delivering high-quality solutions
  • Strong Team orientation and an all-rounded team leader-player personality
  • Possess strong cross-cultural leadership, collaboration and conflict-resolution skills
  • Industrial certification or practitioner of ITIL, SDLC, PMP/Prince2, Lean/Six Sigma etc, Technology Security or Risk Certifications preferred
  • Knowledge in wider infrastructure domains such as Windows, AD, SCCM, HCI, network, etc would be an advantage.