Information Technology Service Management Head, Business Transformation (Corporate & Investment Banking)

To direct quality of service for Business Line, Corporate Function IT across Country, shared execution. To provide insights, remediation based on assimilation of complex cross functional, multi-geography information. To provide strategic input into CIO decisions by integrating views of preventative actions, service trends, remediation in Group, Countries. Mature Business Service Management capability in Countries. Provide local vendors with strategic direction, periodic 3rd party service reviews.

• Analyse actual versus budgeted volumes and cost drivers ensuring service cost and volume transparency and the identification of opportunities to drive efficiencies and address cost challenges across the portfolio.
• Analyse the performance and stability trends of individual services in Country or Group; identifying and making recommendations for incremental improvement by engaging with the execution teams.
• Articulate the desired service management expectations across all relevant markets as part of the technology plan and facilitate monitoring for all critical customer facing systems across all markets in the Group.
• Assess and communicate service risks and the potential impact of planned production changes across all markets in the Group in order to preserve stability.
• Define and drive out the service expectation for the Business Line or Corporate Function as part of the strategic plan and technology toolbox requirement, to achieve the desired and consistent client experience across markets.

• Degree: Information Studies/Information Technology

Experience Required: Delivery Enablement

8-10 years: Have good knowledge of domain appropriate technology strategies. Proven application of service management processes and frameworks

8-10 years: Have knowledge of domain operations, and understanding of ecosystems and suppliers and broad technical knowledge of the technology, solutions and service catalogue consumed by countries.

More than 10 years: Broad experience in leading service management processes for large and diverse portfolio's. Proven knowledge and application of ITSM practices.

Behavioural Competencies:

• Articulating Information
• Challenging Ideas
• Developing Strategies
• Directing People
• Empowering Individuals

Technical Competencies:

• Financial Management (IT)
• IT Risk Managementt
• Service Level Management
• Service Management Processes
• Stakeholder Management