IT Performance Manager

IT Performance Manager
Assesses, reports, and evaluates IT service performance and control levels within established service agreements and regulatory frameworks. Offers insights for structural enhancements to boost maturity and effectiveness. Assists IT managers and staff in implementing recommended improvements.
IT Strategy (Service Management)
  • Aids the IT management team in defining IT service management strategies, ensuring goals are Specific, Measurable, Achievable, Relevant, and Time-bound (SMART), and facilitates measurement and reporting.
IT Resilience (Primary Focus)
  • Oversees the IT resilience framework and capability across organizational applications and systems.
  • Assists product owners in integrating their systems into the resilience capability.
  • Acts as the primary process owner and Subject Matter Expert (SME) for IT resilience and recovery, particularly for users in APAC.
IT Service Management
  • Supports other service management processes including Change, Incident, Configuration, and Problem Management.
IT Monitoring & Controls
  • Stays informed about changes in external regulations and internal policies, initiating discussions and actions to ensure compliance.
  • Ensures key IT service management processes, such as IT resilience, incident management, problem management, and change management, adhere to defined policies.
IT Performance
  • Gathers and audits information on business satisfaction and IT performance.
  • Addresses performance issues and collaborates on solutions.
  • Coordinates expectations and resource needs with business units, application teams, and management.
Performance Reporting
  • Delivers performance reports and KPI-based dashboards to both business and IT stakeholders.
  • Analyzes trends in IT performance and business requirements, offering recommendations for action.
Required Education and Qualifications:
  • Understanding of business processes and IT resilience, including cyber resilience within business continuity.
  • Relevant university degree or equivalent experience.
  • ITIL certification or equivalent.
  • Preferred eDRP (EC Council Disaster Recovery Professional) certification.
Required Work Experience
  • Experience in financial services, IT service management, and IT resilience.
  • Proficiency with SNOW.
  • Knowledge of financial or clearing businesses, securities instruments, and business processes.
  • Familiarity with ITILV4.
  • Demonstrated experience in IT resilience and disaster recovery.