Assistant to Vice President

As an Assistant Vice President (AVP) in Service Management, you will be a crucial part of the 24 x 7 technology service management operation unit of the Bank. Your main focus will be on ensuring service availability and providing uninterrupted Technology Services to both Staff and Customers through the implementation of ITIL process governance. Your role will involve leading service improvements and driving automation initiatives with the ultimate goal of delivering a world-class customer and employee experience. You will be responsible for owning the Service Management platform and ensuring error-free operations that are in alignment with business needs and ITIL best practices. This leadership position reports directly to the Head of Technology Service Management and is integral to the overall growth and stability of the team. Your key accountabilities will include platform administration, AI-driven automations, optimizations, and integrations, as well as license management and driving policies and procedures for platform governance. You will initiate and lead tool enhancements and automations for process improvements and provide expertise in IT Service Management (ITSM) & Configuration Management Database (CMDB) tool architecture and service map configurations. Additionally, you will be in charge of request management and will drive continuous improvement and volume reductions through innovative technical solutions. Leading Key Performance Indicator (KPI) and reporting for all service management processes, managing vendors and contracts, preparing the annual team budget, and overseeing expenses for the Service Management team are also key aspects of your role. Your responsibilities will extend to managing and mentoring a team of technical resources to achieve organizational objectives and platform stability. You will track and manage risk and audit items for the team, as well as provide support for planning and achieving the learning and development goals of the team. Key Result Areas: - Tools Enhancement and Management - Service Reporting - Request Governance - Workflow Automation - SLA for MAC Activities - Vendor and Finance Management - Stakeholder Engagement/Management - Risk, Audit, and Control Compliance - Team Management Knowledge, Skills, and Experience: - 14+ years of experience in governing BMC Helix ITSM - Hands-on knowledge of BMC tools, specifically Helix ITSM (SaaS) and Helix Discovery - In-depth understanding of Common data model and CMDB configuration - Experience in establishing Management Information System and license management - Strong understanding of UI/UX tools and HCD (Human Centric Design) - Managed ITSM transformation programs - Experience with Scrum, Kanban, or other Agile development techniques - Ability to build positive relationships with teams, business, and technology partners - Strong multitasking abilities and the capacity to work independently in a fast-paced environment,