Manager – Service Excellence, Information Technology

JOIN THE MOST AWARDED BANK IN SRI LANKA

With an enduring vision of being the roost technologically advanced, innovative and customer friendly financial organization, we, the Most Awarded Bank in Sri Lanka, continue to progress steadily while being the first Sri Lankan bank to be fisted amongst the Top 1000 Banks in the World.
Our unparalleled record of success is supported by an unmatched suite of digital offerings and superior standards in service, stability and performance. We are poised to ascend to even greater heights in the near future.
JOB PROFILE

• Lead the foamier and enforce governance f rameworks and policies f or ITSM processes to soave compliance and risk management
• Define, track and assessments Key Performance indicators (KPIs) to measure ITSM performance, continuously improving process efficiency and effectiveness.
• Lead audits and assessments to ensure ITSM adherence to organizational and regulatory standards, resolving compliance gaps where necessary
• Collaborate with cross-functional stakeholders to align ITSM initiatives with business objectives and industry best practices
• Oversee the Configuration Management Database (CMDB), ensuring accuracy, completeness and alignment with IT infrastructure.
• Establish and enforce processes to manage configuration items (Cis) and asset relationships, supporting operational Wsils7lity and control
• Lead the change management processes process, balancing change agility with operational stability to minimize service disruption.
• Chair the change Advisory Board (CAB), coordinating and evaluating proposed changes for risk,impact and feasibility.
• Periodic review of ITSM policies and procedures, ensuring comprehensive documentation and effective communication for. changes
• Track change success rates, Incident rates post-change and other metrics to continuously refine the change management process
• Promote ITSM best practices, fostering a culture of accountability, continuous Improvement and operational excellence across the IT function
• Collaborate with broader IT teams to align service management goals with overall IT strategy, supporting organizational growth and scalability.
  APPLICANT’S PROFILE
• Bachelors degree in Information Technology, Computer Science or a related field from UGC approved university
• 4 to 5 years of experience in IT Service Management / Compliance
• Proven experience with ITSM tools is preferred
• ITIL v3 / v4 Foundation certification / practices
• Excellent communication, analytical and project management skills with the ability to drive cross-functional initiatives with effective team collaboration.
  Successful candidate will be provided with an attractive compensation package benchmarked with highest paid IT organizations in Sri Lanka along benefits.
• Interested candidates are invited to apiary for the position, all applications should be routed through our corporate website.
  www.combank.lk