Head IT Operations

Main purpose statement

You will be accountable for managing the delivery of the IT Service Delivery, IT Infrastructure Management, Technical Architecture, IT continuity management and IT finance administration functions of the Company.  The incumbent will collaborate with the Business in order to deliver these services in an effective and efficient manner, ensuring maximum access, availability and quality of the technology environments and services.

Key responsibilities

• Overall ownership, development and management of the processes, procedures and vendors
• Accountable for the prevention, expedient recovery and resolution of IT problems and incidents through robust governance fully aligned with ITIL Service Management principles 
• Deliver changes and releases to the IT environment in a manner that ensures continuity to the business 
• Constantly monitor and improve performance against Service and Operational Level Agreements 
• Effective handling of escalations on priority incidents
• Evolve the maturity of the Service Management, Technical Architecture and Continuity functions in line with an agreed strategy 
• Technical System architecture, solution planning, legacy/obsolescence renewal
• Strategy and Roadmap planning with team Service Manager and Technical SMEs
• Responsible for the identification, escalation and mitigation of risks
• Ensure a culture of continuous service improvement in teams and vendors
• Management of internal and external relationships
• Stay abreast of developments in the market to ensure best practices that support the business in its strategic objectives
• Ensure integration with BNPP Regional and Group governance requirements as is appropriate
• Ensure the optimal performance, succession and engagement of teams
• Ensure alignment of priorities and assist Managers/Technical leads with detailed planning
• IT Infrastructure/Operations budget management
• Set goals, define KPIs, and manage performance in line with business strategy
• Drive continuous improvement initiatives within and across teams 
• IT Contract Management and reviews 
• Facilitate training and development

Key competencies

• Initiative/Proactivity
• Leadership skills
• Deadline driven & highly motivated
• Written communication
• Innovation
• Problem Analysis
• Teamwork & Partnering
• Relationship Building

Knowledge, Skills and Experience

• Significant IT Operations management experience
• ITIL Expert certificate or equivalent 
• Suitably Degreed or Diploma qualifications
• Minimum of at least 5 years’ experience in managing IT teams, processes, governance and frameworks  
• Project management experience - advantageous 
• Experience in the Financial Services industry - advantageous