it service MANAGEMENT head | it | sb finance | makatiSecurity Bank
Workplace: MetroManila, Manila, Makati
Salary: Agreement
Work form: Full time
Posting Date: 09/01/2026
Deadline: 10/10/2022
About Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016-the Bank of the Year - Philippines by The Banker.
We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
As IT Service Management Head, you will be responsible for applying your experience with industry-standard best practices in IT Service Management and ITIL to support technology teams in delivering stable systems within SLA. Responsible for overall operational services within Incident, Problem, Change, Helpdesk, Capacity, and Service Improvement management
How you'll contribute
Ensure internal and vendor teams meet (if possible exceed) SLA
Define and/or maintain SLA with business and technology teams
Conduct service reviews with vendors to ensure they deliver per SLA
Ensure delivery of service availability reports and trend analysis on utilizations
Drive high severity calls and bring together relevant teams to restore. Including status updates to stakeholders and management
Escalate recurring issues with a problem ticket and for mitigation plan
Manage RCA discussions to identify the incident root cause and have a permanent fix to prevent reoccurrence
Produce RCA document and secure approval with stakeholders
Ensure adequate capacity is available to meet the Service Availability targets
Drive Change management review board, approval, and status reporting
Communicate schedule downtime to technology teams and reporting
Prepare service improvement plans as deemed necessary
Manage a team Incident, Problem, Change, and Helpdesk teams in future
What we're looking for
Graduate of Bachelor's Degree in Computer Science/Information Technology, Mathematics, Engineering
At least 5 years of relevant experience in banking, credit card companies, leasing/financing Institutions
Communicate effectively, both orally and in writing
Background with financial systems, mobile development, and cloud (AWS, Azure)
High-level knowledge of Operating systems, networks, Hardware, Cloud, Security, etc.
Able to drive crisis calls, negotiation skills and get teams to work together
Manage helpdesk team to provide L1 support to business
Good Interpersonal Skills to foster a cooperative work environment within the management
Knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.
Strong vendor management experience
#LI-ST1
#LI-Hybrid
Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016-the Bank of the Year - Philippines by The Banker.
We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
As IT Service Management Head, you will be responsible for applying your experience with industry-standard best practices in IT Service Management and ITIL to support technology teams in delivering stable systems within SLA. Responsible for overall operational services within Incident, Problem, Change, Helpdesk, Capacity, and Service Improvement management
How you'll contribute
Ensure internal and vendor teams meet (if possible exceed) SLA
Define and/or maintain SLA with business and technology teams
Conduct service reviews with vendors to ensure they deliver per SLA
Ensure delivery of service availability reports and trend analysis on utilizations
Drive high severity calls and bring together relevant teams to restore. Including status updates to stakeholders and management
Escalate recurring issues with a problem ticket and for mitigation plan
Manage RCA discussions to identify the incident root cause and have a permanent fix to prevent reoccurrence
Produce RCA document and secure approval with stakeholders
Ensure adequate capacity is available to meet the Service Availability targets
Drive Change management review board, approval, and status reporting
Communicate schedule downtime to technology teams and reporting
Prepare service improvement plans as deemed necessary
Manage a team Incident, Problem, Change, and Helpdesk teams in future
What we're looking for
Graduate of Bachelor's Degree in Computer Science/Information Technology, Mathematics, Engineering
At least 5 years of relevant experience in banking, credit card companies, leasing/financing Institutions
Communicate effectively, both orally and in writing
Background with financial systems, mobile development, and cloud (AWS, Azure)
High-level knowledge of Operating systems, networks, Hardware, Cloud, Security, etc.
Able to drive crisis calls, negotiation skills and get teams to work together
Manage helpdesk team to provide L1 support to business
Good Interpersonal Skills to foster a cooperative work environment within the management
Knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.
Strong vendor management experience
#LI-ST1
#LI-Hybrid
Security Bank
Other Info
Makati City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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Security Bank
About the company
Security Bank jobs
Makati City, Metro Manila
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