Head of IT Service Delivery

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Job Introduction

Main Responsibilities

As the Head of IT Service Delivery, you will lead a function of service specialists with responsibility for the UK Bank's IT Service Management capabilities (incident, problem, change, release and reporting), the IT Service Desk (supporting c. 3800 users) and IT Assurance activity covering the Services & Infrastructure department.

You will be joining the bank at a time of significant change and the successful candidate will play a key part in supporting the organisations modernisation journey. Among other things, you will lead the roll out of new ITSM tooling for the UK Bank, a new contact center solution for the IT Service Desk, an IT Service Desk enhancement programme and establishing relevant parts of a Service Management Framework for the UK Bank.

This is a full-time role based at the London office with a requirement to be part of the out of hours Major Incident rota (currently 1 in 6 weeks).

Other responsibilities:

• ITIL Process Implementation and Management
• IT Service Desk
• Leadership and Team Development
• Stakeholder Engagement
• Incident and Problem Management
• Change, Release and Configuration Management
• Risk management and Compliance
• Supplier Management
• Group Services
• Assurance

Ideal Candidate

Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying...

• Professional competence and relevant experience in ITIL v3/v4
• Line management experience, ideally of a similar scope and responsibility set
• Experience leading and managing high severity major incidents in a time critical environment
• Knowledge of control frameworks, industry standards, and regulatory guidance, including ISO 27001, ISO20000, COBIT, ITIL, BIAN, FCA/PRA, CHAPS, LINK
• Excellent verbal and written communication skills with the ability to analyse, articulate and present complex issues clearly and concisely
• Confident presenter and facilitator that has experience presenting to and working with C-level
• Experience working in a highly regulated environment (Desirable)
• Financial Services experience, particularly Banking and or Wealth Management (Desirable)
• Experience working in a regulated, intra-group organisation where technology services are provided by and for other group entities in in line with 'Outsourcing and third-party risk management SS2/21' (Desirable)

Company Information

Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.

We are embarking on an exciting Business Transformation journey. This transformation will significantly enhance our technology system systems, processes and services, bringing evolution to our ways of working. Join us in this transformative journey, where your dedication, adaptability and commitment will play a crucial role in shaping the future of banking for our valued customers.

The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.

Check our Handelsbanken website for further information

At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise. We take a long term perspective in everything we do and want each employee who joins us to build a long terms successful career with the Bank.

What is in it for you?

• We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
• Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance
• A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds)

Application next steps

Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.

The interview process will involve a combination of technical and competency based interviews, you will have the opportunity to learn more about the role and the current team.

How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process - just let us know by email uk_talent@careers.handelsbanken.co.uk .

This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.

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