Job Description
The Head of IT Service & Delivery is a critical senior leadership role responsible for overseeing our Network Operations Center (NOC), IT Service Management and IT Asset Management functions. The leader in this role will drive the strategic development and execution of IT service management within the organization while shepherding a service management mindset. The leader will evolve the NOC leveraging tooling and automation to continue enriching data, integrating and maturing all service elements with our IT Asset Mgt function and becoming more tightly aligned with lines of business to provide seamless, proactive and efficient delivery of IT services.<br>40<br><div>Responsibilities include but are not limited to:</div><ul><li>Foster a collaborative and high-performance team environment by providing strategic direction and oversight of the NOC to ensure 24/7 monitoring and performance enhancements of the organization's network, infrastructure, applications, security, and continuous integrations to existing tools sets and processes.</li><li>Evolve a monitoring function to become a more proactive, business aware command center capable of continuous improvement, event correlation, automation and shift left opportunities.</li><li>Accountable for overall development of OKRs, KPIs and other key indicators related to holistic IT service health to ensure strategic alignment to enterprise goals.</li><li>Oversee the design, implementation, and optimization of the ITSM framework, based on ITIL best practices to include development of service delivery metrics to identify areas for improvement, implement corrective actions as necessary, gain insight on added value through IT services</li><li>Lead the continuous improvement of key ITSM processes, such as Incident Management, Problem Management, Change Management, Configuration Management, Service Request Fulfillment, and Service Level Management and ensuring seamless integration with other IT systems (e.g., CMDB, monitoring tools).</li><li>Effective collaboration with three lines of defense across Infosec, Enterprise risk, Audit and external regulatory agencies ensuring compliance with risk and regulatory standards.</li><li>Lead regular service reviews with key stakeholders and facilitate communication between IT, business users, and third-party service providers to evaluate service effectiveness, performance, issues and challenges aiming to improve overall quality of delivery:<ul><li>Continuously align the contracted service levels with changing requirements of the business unit</li><li>Ensure problem areas are being focused on with proper solutions, and measured through tracking service metrics.</li><li>Ensure availability and uptime of all Bank Infrastructure, Applications and Services.</li><li>Oversee the IT Asset Management function to ensure accurate tracking, management, and optimization of the organization's IT assets and</li></ul></li><li>Oversees the effective development and enforcement of policies and procedures for asset lifecycle management, including procurement, deployment, maintenance, disposal and compliance with all relevant controls, regulations and standards related to IT asset management.</li><li>Governs the proper implementation of systems and tools to improve asset visibility, reconciliation, control, and reporting.</li></ul><br><div><div><strong>Required Skills:</strong></div><ul><li>Exceptional leadership, team management and interpersonal skills.</li><li>Excellent collaboration and partnership skills.</li><li>Demonstrated ability to develop and execute strategic plans, manage large teams, and drive organizational change.</li><li>Strong analytical and problem-solving skills, with the ability to drive data-driven decision-making.</li><li>Exceptional problem-solving skills and the ability to make effective decisions under pressure.</li><li>Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.