A Highly-Innovative Global Commercial Bank have a newly created position for a IT Service Delivery Manager with a focus on Applications & Infrastructure to join their team on a permanent basis. The UK office is in the City of London however this will be hybrid working so 1 day a week in the office.
ABOUT THE COMPANY
Their clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.
They come to the organisation for their expertise, deep network and nearly forty years of experience in the industries they serve, and to partner with diverse teams of passionate, enterprising, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.
Join them and be part of bringing their clients' world-changing ideas to life. They have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities they serve. They pride themselves in having both a diverse client roster and an equally diverse and inclusive organisation. And they work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.
KEY RESPONSIBILITIES:
Service Delivery Management with a focus on Applications & Infrastructure
Ensure that the bank's UK IT function receives and delivers the best possible service levels
Monitor and manage the IT services received from the bank and from external vendors
Monitor and manage the IT services delivered to internal and external clients
Work with the UK vendor management team to ensure that the bank services are delivered in line with the intra-group agreements
Monitor performance against existing Service Level Agreements (SLAs), identify any gaps, and develop new SLAs as needed
Maintain a UK-centric view of the bank's global service catalogue, including monitoring service lifecycles for significant planned changes or end-of-life
Work with the Business Continuity Management team and the Operational Resilience team, to ensure that UK requirements for Applications & Infrastructure are met
Monitor the key ITIL processes, particularly Incident management, Problem management, and Change management, to ensure that needs are met
Develop and monitor appropriate service delivery metrics, dashboards, and other reports
Work with service providers to ensure that systems monitoring tools are in place
Foster a culture of continuous improvement by identifying and recommending changes
Collaborate with business leadership to develop capacity plans to anticipate business growth
Maintain asset inventories and technology roadmaps for key applications and infrastructure
Work with the Head of IT and the UK Architecture Director to deliver the UK IT Strategy
Ensure compliance with all policies, procedures, standards, and frameworks
Work alongside the UK IT Service Delivery Manager (Security & Continuity) to ensure that Service Delivery requirements for Applications & Infrastructure are met
Develop and maintain documentation for the Service Delivery function
Create and update a local knowledge base for Service Delivery issues and solutions
Document service delivery procedures to ensure consistency and repeatability
Work with the Controls team to ensure appropriate governance around service delivery
Support the Transformation & Change teams to ensure that new and changed systems do not impact service quality, including through involvement in the testing process
Provide information to the Second- and Third- Line-of-Defence functions (2LoD/3LoD) and to the UK Regulators as required
Gain an understanding of the bank’s applications architecture and of specific applications
Gain an understanding of the bank’s infrastructure – networks, data centres, SaaS, Cloud
Work with Digital Workplace Services / service desk / internal communications
In collaboration with the bank, assist with Service Delivery for other EMEA locations
SKILLS:
Experience working in a Service Delivery Management role, preferably in banking, financial services, or other regulated industries
Deep understanding of ITIL and/or COBIT, preferably with relevant certifications
Experience working in a multinational organization, ideally including the US and India
Familiar with multiple delivery models, including on-premise, vendor-hosted, and cloud
Happy to work in a hybrid team, with “virtual first” as the default, but with the London office available when needed for team collaboration
Based within a reasonable travel distance of London office (up to 3 hours travel time)
Ability to explain complex ideas in simple terms for all levels of organization
A crisp and passionate communicator with the ability to simplify, communicate, and sell your vision/ideas up, down, and across the organization
Aware of technology and industry trends
Your heart in the right place, with a good sense of humor, able to live their values, and with the ability to form connections with the people you work with
REQUIREMENTS:
Degree-educated, most likely in a numerate or analytical subject
Solid experience, preferably in banking, financial services, or other regulated industries
Solid experience of Service Delivery Management ideally within banking.
ITIL and/or COBIT qualifications would be beneficial
Familiarity with the UK/EU banking regulatory landscape would be a plus
Experience with interacting with senior leadership
Strong communication and presentation skills
BENEFITS:
Private Medical Insurance
Telemedicine
Health Assessments
Dental Insurance
Eye Care
Holidays
Wellness (Employee Assistance Program, Gym Subsidy, and Ride to Work Scheme)
Transportation
Group Personal Pension Scheme
Disability and Life Assurance
Employee Stock Purchase Plan (ESPP)
Travel Insurance (Business Travel Insurance and Personal Travel Insurance)
Employee Referral Program
Family Bonding Time (Enhanced Maternity/Adoption Leave, Paternity Leave, Shared Parental Leave, and Special Parental Leave)
Developing and Giving Back (Learning Opportunities, Employee Recognition, and Matching Gift and Community Involvement Program)