IT Service and Infrastructure Manager (Bank)

• The IT Service Management and Infrastructure Manager is responsible for ensuring the reliability, scalability, and performance of the organization’s IT infrastructure and IT service delivery. The role focuses on infrastructure architecture, operations, and IT service management, aligned with the enterprise IT operating model.
• The manager will lead the IT Infrastructure function, directly supervising Service Desk operations and coordinating with outsourced partners for infrastructure operations, in line with the hybrid IT delivery model.

JOB DESCRIPTION

• Oversee design, implementation, and maintenance of IT infrastructure (network, servers, storage, cloud, endpoint systems).
• Manage hybrid environments (on-premise and cloud), ensuring availability, scalability, and cost-efficiency.
• Ensure uptime and performance of systems supporting core business operations (leasing, fleet, rental, service centers).
• Maintain IT asset inventory, lifecycle management, and infrastructure roadmaps.
• Implement and maintain backup, disaster recovery (DR), and business continuity capabilities.

• Lead IT service management processes (Incident, Problem, Change, Request Management).
• Ensure adherence to SLAs, KPIs, and service delivery standards.
• Implement and optimize ITSM tools and ticketing system.
• Maintain documentation, knowledge base, and operational procedures.
• Drive continuous improvement of IT services and user experience.

• Manage outsourced vendors for infrastructure operations (network, hosting, cloud, monitoring).
• Ensure vendor performance, service quality, and cost optimization.

• Implement IT governance practices aligned with COBIT and ITIL principles.
• Enforce infrastructure standards, architecture guidelines, and lifecycle management.
• Ensure alignment between infrastructure services and business objectives.
• Provide input to IT strategy, budgeting, and roadmap planning.
• Manage day-to-day operations supporting both BAU and digital transformation initiatives.

• Build and mature infrastructure and ITSM capabilities.
• Improve monitoring, automation, and operational efficiency.
• Support enterprise IT transformation initiatives.

• Work closely with the IT Information Security Manager to implement security controls.
• Support vulnerability remediation and audit requirements.
• Ensure infrastructure complies with security standards and controls.

QUALIFICATIONS

• Bachelor’s degree in IT, Computer Science, Engineering, or related field.
• 10+ years of IT experience, with at least 3 years in a leadership role.
• Strong experience in infrastructure operations and ITSM.
• Experience in Financial Services company is an advantage.

• Networking (LAN/WAN, VPN, wireless)
• Servers, virtualization platforms
• Cloud platforms (Azure/AWS/M365)
• Backup, storage, DR

• ITIL practices (Incident, Change, Problem)
• ITSM tools and reporting

• Strong operational leadership
• Vendor and stakeholder management
• Process-oriented and service-driven mindset
• Ability to drive continuous improvement