Current Opportunities

Our client strives for a diverse and inclusive workplace which supports their strategic vision

Head of IT Client Services

Immediate Start

Our client knows that having a diverse and inclusive workplace will support their strategic vision of growth and globalisation. That is why they strive to cultivate and practice inclusiveness for the long-term success of their business and for the benefit of their employees, clients, investors and shareholders. They have retained E2W to help them recruit a Head of Client IT Services.

The Department

The IT department plays a crucial role in supporting the success of the bank. With around 400 team members globally, the team are responsible for developing and implementing state-of-the-art software to support the business and for maintaining a stable and resilient IT infrastructure platform.

Overview of the Role

You will manage a global team of front-line service desk and client computing staff. Your team will be responsible for providing technical desktop, mobile device, Print management and IT Service Desk support to employees. You will plan and monitor work activities to ensure appropriate coverage and commitment to quality, service and efficiency standards.

Duties and Responsibilities

You will:

  • Foster a culture of operational excellence and continuous improvement across the global enterprise by providing a positive user experience and executing consistent levels of support at all times
  • Champion service principles in business and IT processes through training, meeting and team facilitation, communication programs and team building activities
  • Work with the Service Management Team to promote a culture of business focused outcomes, consistently work closely with IT support staff and management team to lead resolution efforts of high and critical incidents
  • Ensure that IT services meet the highest quality standards by monitoring and reporting on improvement opportunities
  • Analyze best-in-class support processes, establishes customer satisfaction metrics, understands the interaction and relationship of business operations to IT operations
  • Support services to identify, track, escalate, resolve and report end user problems
  • Work with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels
  • Produce regular reports on service performance and achievement to stakeholders
  • Organize and maintain the service level review process with the business and service providers. Initiate any actions required to maintain or improve service levels
  • Act as the liaison for tracking, communicating and managing any temporary changes to service levels (e.g., extra support hours required by the business, reduced level services for maintenance initiated by service provider)
  • Be innovative in identifying means to improve IT service quality within established boundaries and be responsible for the overall development, support and maintenance of the service performance management process
  • Manage a “Follow me” secure print management solution ensuring an always on print function
  • Create and continually update the service level standards, policies and procedures in support of improving our end user experience
  • Manage technical relationship with vendors, partners and outside services providers; execute escalation procedures for troubleshooting and problem solving
  • Act as a Duty Incident Manager during business hours for operational incidents
  • Assume additional duties and assist with department projects as needed

Supervisory Responsibilities

  • Lead a Global team.
  • Supervise primarily non-exempt/hourly staff
  • Plan, allocate and monitor work including tracking time off, evaluating performance and assessing training needs
  • Make recommendations regarding employment, pay and related personnel actions

Technical Skills and Qualifications

  • Strong supervisory and team building abilities with shown success working as part of a team, circulating important information and contributing to team discussion
  • Good interpersonal skills for leading staff and working with employees at all levels within the company and able to discuss technical subjects in layman terms
  • Strong decision-making and analytical abilities
  • Shown attention to detail with the ability to handle and prioritize multiple projects and responsibilities simultaneously with experience in high pressure, large scale and complex system environments
  • Strong technical skills with Microsoft Suite, ticketing systems for incident and change management, system monitoring, client computing, mobile hardware and software, asset management, and wireless/cellular technologies
  • Ability to resolve complex problems positively and professionally
  • Highly motivated with a passion for technology and technical detail with a can-do attitude able to learn ‘on the fly’
  • Always able to maintain a professional manner and remain calm under pressure exemplifying sound problem solving and investigative skills
  • Willingness to show initiative and to seek and achieve improvements to processes and technology
  • Ability to provide updates to customers or IT Management that is clear, precise and understandable, presenting information in a clear and compelling manner
  • Good time management and planning skills – handling personal workload effectively, setting realistic and achievable targets and delivering those targets
  • Desire to follow best practice and development standards as agreed within IT
  • Knowledge and expertise in IT service life-cycle management models and frameworks (e.g., ITIL) and process improvement frameworks (e.g., Six Sigma, TQM
  • Overtime or on-call hours may be required on short notice; schedule may include weekend/evening/holiday hours

Competencies Required

  • Degree in computer science or equivalent work experience preferred
  • 3-5 years IT supervisory experience preferred
  • Five years technology operations experience such as data center, help desk or desktop support
  • Experience managing a Data Center Operations team
  • A+ certification desired

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