Head of IT Service Management (ITSM)

Reporting to: Head of IT OperationsOverviewThis senior leadership role oversees a large team responsible for ensuring the effective and efficient delivery of all IT services across the banking organization. You will be a strategic thinker with a proven track record of success in implementing and optimizing IT service management (ITSM) processes, including service desk, incident, problem, change, capacity, release, and availability management ideally within a banking environment.Key ResponsibilitiesLead and manage a large team of professionals covering service desk, incident, problem, change, capacity, release, and availability management.Develop and implement a comprehensive ITSM strategy aligned with the bank's business needs, industry best practices, and regulatory requirements.Define, measure, and report on key performance indicators (KPIs) to track service quality and identify areas for improvement within the banking context.Drive continuous improvement by implementing process automation, streamlining workflows, and adopting new technologies relevant to the banking sector.Manage service level agreements (SLAs) and ensure service desk and IT operations meet agreed-upon service levels specific to banking industry standards.Oversee incident and problem management, ensuring timely resolution and proactive identification and prevention of recurring issues specific to banking operations.Manage change management processes to minimize risks and ensure smooth deployments of new technologies and updates while adhering to banking regulations.Optimize capacity management to ensure IT infrastructure can meet current and future demands of the bank's digital services.Plan and execute release management to ensure successful delivery of new features and updates tailored to the bank's offerings.Maintain compliance with relevant industry standards and regulations applicable to banking institutions.Develop and nurture strong relationships with business stakeholders across the bank to understand their needs and ensure IT services are aligned with their objectives.Stay up-to-date on the latest trends and best practices in ITSM within the banking sector.Qualifications:Bachelor's degree in IT, Business Administration, or a related field.Proven experience leading and managing a large IT service management team (5+ years preferred) within the banking industry.In-depth knowledge of ITSM frameworks and methodologies (e.g., ITIL v4, COBIT 5, ISO/IEC 20000) within a banking context.Certifications:ITIL Expert, or equivalent qualifications demonstrating deep understanding of ITSM best practices within banking.Additional relevant certifications: Consider specifying certifications valuable to your organization, such as ITIL for specific processes (e.g., Change Management, Problem Management) in banking, COBIT Certified Professional for Banking, etc.Experience with service desk, incident, problem, change, capacity, release, and availability management processes specific to banking operations.Strong understanding of banking regulations and compliance requirements.Excellent analytical and problem-solving skills.Exceptional communication and interpersonal skills.Ability to work independently and as part of a team.