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Purpose of the role
APAC lead for GTSM, PBWM.
Key Accountabilities
- Lead and oversee IT/Application Support services within a large, regulated enterprise, ensuring alignment with industry standards—preferably in PBWM.
- Own and manage end-to-end Run the Bank (RtB) service delivery for complex, business-critical applications, focusing on service availability, stability, and minimizing customer impact.
- Drive continuous improvement across Incident, Problem, Change, Release, and Major Incident Management, transitioning operations from reactive to proactive and predictive models.
- Lead large, globally distributed teams with a focus on talent development, succession planning, capability building, and adoption of modern skills.
- Oversee financial and capacity management processes, including budgeting, vendor relationship management, service cost optimization, and demand planning.
- Drive transformation of operating models toward product-aligned support, self-service solutions, automation, and outcome-based service delivery.
- Support Singapore business hours through flexible working patterns as required by operational needs.
Essential Skills/Basic Qualifications:
- 17+ years of progressive IT / Application Support leadership experience, with significant time operating at senior manager or director level in a large, regulated enterprise environment (Banking / Financial Services preferred).
- Proven ownership of end to end Run the Bank (RtB) services for complex, business critical application estates, ensuring availability, stability, and customer impact resilience
- Deep expertise across Incident, Problem, Change, Release, and Major Incident Management, with a demonstrated ability to mature services from reactive operations to proactive and predictive models.
- Strong leadership in service resilience and operational continuity, including disaster recovery, system recovery planning, regulatory resilience testing, and audit ready assurance.
- Executive level stakeholder management capability, with the ability to engage credibly with CIOs, senior technology leaders, regulators, and business executives, translating technical risk into clear business outcomes.
- Experience establishing and operating robust governance frameworks, covering risk, controls, regulatory commitments, compliance obligations, and internal/external audits.
- Demonstrated success in leading large, globally distributed teams, including talent development, succession planning, capability uplift, and modern skills adoption.
- Strong financial and capacity management acumen, with experience managing budgets, vendor relationships, service cost optimization, and demand planning.
- Track record of driving operating model change, shifting teams toward product aligned support, self-service, automation, and outcome-based delivery.
- Roles requires working pattern to support Singapore business hours.
- Ability to operate in a senior leadership on call / escalation role, providing calm, decisive leadership during major incidents and high severity production events.
Desirable skills/Preferred Qualifications:
- Practical application of Site Reliability Engineering (SRE) concepts, including service metrics, reliability objectives, and proactive stability improvements.
- Experience driving observability and event/alert reduction initiatives, including monitoring rationalization, alert quality improvement, and MTTR reduction.
- Hands on exposure to cloud hosted and API driven platforms, particularly AWS based services, and distributed architectures.
- Strong appreciation of automation and AI/GenAI enabled service management, using tooling to reduce toil, improve predictability, and scale operations.
- Familiarity with Unix/Linux environments, databases, and enterprise middleware, enabling credible technical challenge and architecture discussions without being hands on.
- Experience partnering closely with Engineering, Architecture, and Platform teams to influence design for support and resilience by design outcomes.
- Exposure to transformation programs leveraging process intelligence / process mining, or similar data driven operational optimization approaches.
- Global delivery experience, including managing teams across multiple geographies and time zones with strong cultural and operational alignment.
- Proven change leadership mindset, with experience embedding continuous improvement, learning culture, and modern service management practices.
- Formal certifications such as ITIL (Expert or Managing Professional), SRE, cloud certifications, or leadership development programs.
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