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The IT Service Operations Lead will be responsible for overseeing and ensuring the effective delivery of IT services for FBD.
This role involves maintaining strong relationships with service providers and business users, ensuring high standards are met, and driving continuous improvement both with external providers and internal processes.
The ideal candidate will have a proven track record in IT service management, ideally within a regulated financial services industry, and be familiar with DORA regulations.
Job Responsibilities
* Support the Head of IT Service Operations and the extended IT Operations Team in Service Delivery, managing throughout the ITIL service lifecycle.
* Develop a culture of continuous improvement, both with third-party service providers and internal FBD processes.
* Incident and Problem management – respond to IT service disruptions, identify root causes, and implement preventative solutions.
* Ensure compliance with industry standards (DORA, ISO, etc.) – assist and support internal and external audits, ensuring compliance and retention of evidence.
* Process improvement and documentation - develop and refine policies and procedures.
* Manage outsourced relationships with several suppliers; review performance regularly and identify areas for improvement.
* Manage the governance of these relationships; ensure quality of delivery aligns with contracts, budgets, and business needs.
* Support the delivery of consistent quality IT services to all staff within FBD within agreed SLAs and KPIs.
* Develop a strong understanding of the alignment between services and their underlying technology.
Additional Responsibilities
* Collate, review, and adapt reports and inputs to produce meaningful management information for strategic and operational planning; ensure information is well-organized and readily available.
* Become an advocate for the service management process across the organization.
* Share core knowledge and experience with other ICT Services team members.
Education
* Degree in Information Technology, Business Administration, or a related field.
* ITIL certification (v3 or v4) or other relevant certifications.
Experience
* Proven experience (7+ years) in IT service delivery management, ideally within a regulated industry.
* Experience in contract negotiation and vendor relationship management.
* Strong knowledge of IT service management frameworks and best practices.
* Excellent communication, negotiation, and stakeholder management skills.
* Strong analytical and problem-solving abilities.
* Ability to work effectively in a fast-paced, dynamic environment.
Preferred Skills:
* Experience managing large-scale IT projects and services.
* In-depth knowledge of ITSM tools such as ServiceNow, Jira, Autotask.
* Knowledge of cloud services and outsourcing models.
* Understanding of IT infrastructure and software development processes.
MCC
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This role sits within Pay Band E of FBD’s IT pay band.
FBD is an inclusive, Equal Opportunity employer that considers applicants regardless of age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability, or social circumstances.
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