Job Description

Business Function

Group Technology enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Tech, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities



Lead and manage a team of Service Delivery Engineers responsible for the effective delivery of event, incident, and problem management services Ensure the timely and efficient resolution of incidents and problems, minimizing the impact on the organization Develop and implement strategies to proactively identify and address potential issues, reducing the frequency and severity of incidents Collaborate with cross-functional teams to identify and implement process improvements, enhancing the overall service delivery experience Provide technical guidance and mentorship to the team, fostering their professional development and growth Establish and maintain strong relationships with key stakeholders, ensuring clear communication and alignment on service delivery objectives Analyze service delivery metrics and trends, and use the insights to drive continuous improvement initiatives Ensure compliance with relevant policies, procedures, and industry best practices

Requirements



Minimum 8-10 years of experience in a similar role, leading a team of service delivery engineers Proven track record of successfully managing event, incident, and problem management processes Strong technical expertise in IT service management, with a deep understanding of ITIL frameworks and best practices Excellent problem-solving and analytical skills, with the ability to identify and address complex issues Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams Demonstrated leadership skills, with the ability to motivate and develop a high-performing team Familiarity with project management methodologies and tools Ability to work in a fast-paced, dynamic environment and adapt to changing business requirements

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.