Head of IT Services Excellence

30 Jul 2025

**Head of IT Services Excellence (40001664)**:

- Category: Technology Division
- Job Type:

- Facility: Technology

**Job Purpose**:
The Head of IT Service Excellence plays a critical role in ensuring that services are delivered to clients in a high-quality, timely, and cost-effective manner. They are responsible for maintaining client relationships, coordinating service delivery, monitoring performance, and continuously improving processes. This role requires strong leadership, communication, and problem-solving skills, as well as the ability to work well under pressure.

**Key Accountabilities (1)**:

- Main work:

- Coordinate with other departments in the IT infrastructure services to understand the operation of the systems, as a basis for the efficient and stable operation of services.
- Prevent the incidents & problems from happening by:
services.
+ Periodically review and assess the weaknesses, risks of systems.
- Manage & hands-on on incidents/problems solving activities:
+ Manage the troubleshooting and directly handle the occurred incidents & problems.
+ Analyze and conclude the root cause of the incidents & problems, define & implement the solutions to recover the services quickly and prevent them from repeating.

+ Train and support.
+ Improve the operating processes and tools.
+ Monitor & report the compliance of the operation activities in real-life.
- Ensuring compliance with service level agreements: Service Delivery Managers are responsible for ensuring that service level agreements are met, and that the services provided

meet the required quality standards.
- Building and maintaining teams: Service Delivery Managers are responsible for building and maintaining high-performing teams, and for fostering a positive working environment.
- Develop, track, and ensure the unit's costs are under the approved budget & well-spent.
- Continuously improving processes: Service Delivery Managers continuously evaluate and improve processes to ensure that services are delivered efficiently and effectivel
- Report periodically to the CIO.

**Key Accountabilities (2)**:

- Risk management and compliance:

- Identify risks and coordinate with relevant units to propose methods to measure and minimize risks in operations.
- Ensure that team members fulfill their commitments on service quality and comply with the Bank's regulations and policies.

**Key Accountabilities (3)**:

- Human resource management:

- Oversee human resources planning and execution (headcount & costs) of their function
- Attract, onboard and retain the right talents for a high-performing team
- Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
- Manage function performance & provide feedback regularly (following the annual performance management cycle);
- Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
- Motivate and recognize team members’ contributions towards the team’s shared goals
- Identify and monitor personal, professional development and career advancement of talents in the function
- Act as a role model and promote corporate culture at function level
- Understand & communicate relevant HR offerings to team members.

**Key Relationships - Direct Manager**:
Chief Information Officer

**Success Profile - Qualification and Experiences**:

- 'Qualifications
- Graduated from university majoring in IT or electronics and telecommunications, business administration, finance and banking.

Work Experience
- At least 15 years of experience in Technology industry or other related fields
- At least 8 years of experience in IT Operation & Development or in large organizations, especially banks.
- At least 10 years in management position.

Foreign language
- Fluent English communication

Other requirements
- International Certificate of System.
- Master Degree is an advantage.