IT Services Manager

PURPOSE:

 To ensure that the business portfolios within the Hubs are provided with a level of IT services which fully maintains the integrity of the day-to-day operations of those portfolios.

KEY ACCOUNTABILITIES

 Support the Hub businesses, focusing on servicing the day to day technology needs of the business customers. Work with Hub Portfolio Managers & relevant service suppliers both internal and external to provide operational service reliability, restoration and resolutions. Support the implementation of change through assessment of service impact of projects and confirmation of required and ongoing services and support. Ensure business facing ‘end customer’ SLA’s (CSLOs) are in place and appropriate for business need and that overall performance against these agreements are regularly reviewed and ongoing improvement opportunities identified. Also ensure that the appropriate GIT SLAs are in place for services received from other units. Act as senior single point of contact for operational IT service issues for the business and ensure appropriate escalation and resolution of service issues. Continually assess and improve ITIL processes used in the Hubs. Ensure DR requirements are understood; appropriate recovery plans are in place and regularly tested.

QUALIFICATIONS/EXPERIENCE

• Extensive relevant experience within the IT industry ideally within a similar size business with a multinational perspective.
• Have an excellent and proven track record of IT Service management delivery to ideally within financial services.
• Have a thorough understanding of IT service requirements and standards
• Knowledge of Business/Technology trends
• ITIL qualified
• Awareness of relevant legislation, statutory requirements and risk within the market.
• Understanding of service level management techniques.
• Knowledge of service, problem budget and planning processes