Overview

Purpose of the role To manage the IT Services department and set the strategic direction, provide support to the bank's senior management team, and to manage IT Service risk across the organisation management of IT Services to support the banks operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation.

Responsibilities

• Purpose of the role To manage the IT Services department and set the strategic direction, provide support to the bank's senior management team, and to manage IT Service risk across the organisation management of IT Services to support the banks operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation.
• Development of strategic direction for IT Services, including the implementation of up-to- date methodologies and processes.
• Management of the IT Services department, including oversight of IT Services colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness. .
• Relationship management of IT Services stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
• Development and implementation of policies and procedures for IT Services, implementation and adherence of control targets and standards, policies and procedures for IT Services, managing adherence to group SLAs and controls associated with core technology production activities in incident, problem, and change.
• Management of IT Services risk, including identification of potential IT Services risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s change and compliance functions. .
• Monitoring the financial performance of the IT Services department, including revenue, profitability, and cost control, driving value from any commercial agreements, strong management of any directly controlled costs etc.
• Management of IT Services projects, including driving successful research and related product launches, and deliverance of integrated solutions to clients.
• Effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

Qualifications

• 10+ years of Application Support, Production Support, SRE, or Platform Operations experience, including leadership of critical business services.
• Strong expertise in AWS Cloud (EC2, ECS/EKS, Lambda, S3, DynamoDB, IAM, CloudWatch, API Gateway) and cloud-native architecture.
• Hands-on experience supporting APIs, microservices, containerized applications, and platforms running on AWS and OpenShift/Kubernetes.
• Strong knowledge of ITIL Service Management including Incident, Problem, Change, Availability, and Service Continuity Management.
• Proven experience leading Major Incident Management, service restoration, and stakeholder communications.
• Expertise in observability and monitoring tools such as AppDynamics, Kibana, ELK, CloudWatch, ITRS/Geneos, Grafana, and related platforms.
• Strong troubleshooting, root cause analysis, performance diagnostics, and application resilience engineering skills.
• Experience with DevOps, CI/CD, Infrastructure as Code (CloudFormation/Terraform), deployment automation, and operational tooling.
• Proficiency in automation and scripting using Python, Shell, or similar technologies.
• Experience operating within financial services or highly regulated environments, with a strong focus on service reliability, resilience, and customer experience.
• Strong understanding of risk, controls, governance, audit, regulatory compliance, and operational resilience.
• Experience managing and supporting Identity & Access Management, API ecosystems, Developer Platforms, and Digital Identity solutions.
• Demonstrated ownership of platform health through SLAs, KPIs, service reviews, and continuous service improvement initiatives.
• Automation-first mindset with experience implementing self-healing capabilities, proactive monitoring, and operational efficiency improvements.
• Knowledge of Site Reliability Engineering (SRE) principles, capacity management, disaster recovery, and business continuity.
• Strong cloud security awareness, including IAM, vulnerability management, secrets management, and secure platform operations.
• Proven ability to lead cross-functional teams and collaborate effectively with Engineering, Infrastructure, Architecture, Security, and Business stakeholders.
• Excellent stakeholder management, communication, crisis leadership, and executive reporting skills.
• Strong analytical, organizational, and decision-making abilities with a customer-centric approach.
• Commitment to continuous learning, innovation, and driving operational excellence across shared enterprise platforms and services.