UK IT Service Delivery Manager - Security & Continuity

Location City of London
Discipline: Security & Compliance, Management
Job type: Permanent
Salary: £118k per annum

​A Global Commercial Bank have a newly created position for a UK IT Service Delivery Manager- Security & Continuity with a focus on Cybersecurity & Business Continuity 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.


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 Bank 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.


  • Service Delivery Management with a focus on Cybersecurity & Business Continuity

  • Ensure that the Bank's UK IT function receives and delivers the best possible service levels

  • Monitor and manage the Security & Continuity services received from Bank's Group and from external vendors

  • Monitor and manage the Security & Continuity services delivered to internal and external UK and EMEA clients

  • Work with the UK vendor management team to ensure that Bank's Group 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

  • Ensure that the Cybersecurity and Business Continuity services delivered and are in line with global and local industry best practices

  • Work with the Business Continuity Management team and the Operational Resilience team, to ensure that UK requirements for Security & Continuity 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

  • Work with the Head of IT for EMEA, the UK Architecture Director, and the International CISO to deliver the UK IT Strategy

  • Work with the UK Facilities Manager to ensure that Physical Security standards are in place

  • Ensure compliance with all policies, procedures, standards, and frameworks

  • Work alongside the UK IT Service Delivery Manager (Applications & Infrastructure) to ensure that Service Delivery requirements for Security & Continuity 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

  • Provide information to the Second- and Third- Line-of-Defence functions (2LoD/3LoD) and to the UK Regulators as required

  • Gain an understanding of Bank's applications architecture and of specific applications

  • Gain an understanding of Bank’s infrastructure – networks, data centres, SaaS, Cloud

  • In collaboration with Bank Group, assist with Service Delivery for other EMEA locations


  • Experience working in a Service Delivery Management role, preferably in banking, financial services, or other regulated industries

  • Knowledge of ITIL and/or COBIT, preferably with relevant certifications

  • Knowledge of Cybersecurity Frameworks (CRI preferred)

  • Experience working in a multinational organisation, 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 UK’s London office (up to 3 hours travel time)

  • Ability to explain complex ideas in simple terms for all levels of organisation

  • A crisp and passionate communicator with the ability to simplify, communicate, and sell your vision/ideas up, down, and across the organisation

  • Aware of technology and industry trends

  • Excellent interpersonal skills and the ability to understand the demand and prioritization of multiple audiences. The individual should have a collaborative approach and a flexible style that allows for the input of others. The individual must share the core values of the Bank and act as a role model


  • Degree-educated, most likely in a numerate or analytical subject

  • Solid years of industry experience, preferably in banking, financial services, or other regulated industries

  • Solid years of Service Delivery Management experience

  • ITIL and/or COBIT qualifications would be beneficial

  • Qualifications such as Certified Project Management Professional (PMP), Certified Information Systems Auditor (CISA), Certified Information Security Manager (CISM), Certified Information System Security Professional (CISSP) 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