Head - Infrastructure Services & Delivery Center - Banking/Financial Services

Overall purpose of role :

- Local Run support for all technology teams resident within the India Delivery Centre.

- Operational oversight of change management ensuring management and control of change schedules.

- Ensuring alignment of resources and on some occasions having full end to end accountability as Accountable Executive, for strategic and improvement projects and initiatives.

- Responsible for operation of key ITIL elements for Service Delivery in India and working closely with local organisation, for example;

- Operational incident, problem & change management including Major Incident

- Root cause analysis and Service Improvement

- Resiliency proving (Disaster Recovery Testing) methodology

- Event Management and Automation

- Support transition of RtB functions into a single Delivery Centre operations function

- Local Vendor relationship management of key workforce sites supporting in scope technologies delivered from India.

Key Accountabilities :

- Full accountability for the delivery of Delivery Center Services from India taking functional direction from Global Head and striving to improve service offerings and replaying back into Global operating model.

- Provide thought leadership for the development of the broader and group-wide Delivery Center and operational service management model.

- Maintain and build the Delivery Center team in India, through internals first and external hiring.

- Establish relationships with key stakeholders across the technology organisation to create a go to function for Operations within Hosting.

- Support and imbed a target state service management framework for the India Delivery Center where required integrating new capability and function such as internal and external Cloud.

- Work with the local Heads of Hosting and Global leads of Hosting Service Delivery to shape and operate and integrate existing and new services delivered through a portfolio of transformation initiatives to deliver the Hosting strategy.

- Work with the Enterprise Architect, CTO Hosting and Hosting Directors to form a unified, coherent Hosting management team.

- Participate in the delivery of interim and future target operating model for Hosting to enable the seamless management of multiple Cloud providers (internal and external) and the ongoing operation of existing technologies.

Stakeholder Management and Leadership

- Influential: able to convince others of the merits of a strategic direction, when faced with resistance to change. Does this by being persuasive, reasoned and factual.

- Passionate about opportunities to drive change for the better.

- Challenges established norms and ways of working when they are wasteful, complex or inward-looking.

- Nurtures others by encouraging and rewarding innovation.

- Honest and approachable, can be relied upon to act with integrity when dealing with challenging situations.

- Confident and comfortable with people of all levels of seniority. Takes time to build close relationships and establishes strong links with stakeholders.

Decision-making and Problem Solving :

- Proven ability to plan and execute change on an enterprise scale, with outcomes that fulfil the original business case.

- Pragmatic but analytical in approaching problems at any scale; solutions should be tailored to the most important constraints and opportunities.

- Can manage multiple projects simultaneously; able to judge when and how to get into selective detail to evaluate progress or mitigate risks.

- Ensures full and comprehensive stakeholder engagement, both through formal channels and informally when more appropriate.

Management :

- Clear and unambiguous in all team interactions. Articulates expectations of others clearly.

- Can manage teams across organisational and geographical boundaries; creates clear accountabilities to enable effective delegation.

- Able to lend structure to ambiguity and uncertainty in communications with others

- Can plan, forecast and manage headcount and spend, for run and change activity.

- Experienced recruiter and interviewer; able to define and evaluate roles and their requirements.

People development

- Provides continuous feedback, both positive and, where called for, constructive.

- Encourages behavioural change by example

- Open to, and encourages, criticism at all times with subordinates, peers and seniors.

- Prioritises the aspirations of team members; fosters an environment in which they can mature and develop to realise them.

IT Service Management :

- Focused on business outcomes as an overarching way of working

- Possesses the capabilities and characteristics of an IT Service Manager, and brings these to the role in defining and pursuing future methods and approaches to service management.

- Can look through lenses of business, functional, data and technology, understands the differences and when to prioritise each.

- Can use the language of data modelling to express concepts and ideas, when appropriate.

- Has a good working knowledge of the vendor products in place within the scope of infrastructure services and external Cloud provider capabilities in IaaS, PaaS and SaaS.

- Experienced with the use of ITIL and Service management frameworks.

Internal & external IT environment :

- Expert knowledge of Enterprise Platforms from a PaaS lens and can articulate the benefits and drawbacks.

- Possesses real world experience of operating an Enterprise Platform

- Can describe existing infrastructure technology components, with a good grasp of associated services, processes and ways of working.

- Can discuss key benefits and drawbacks of existing IT organizational structures and relationships

- Broad and detailed knowledge of the functions and processes through which infrastructure services are delivered.

Business Knowledge :

- Possesses a strong grasp of the fundamentals of financial services within the scope of the group's trading

- Aware of, and sympathetic towards, the cultural characteristics of different lines of business. Able to adapt, to deal with different stakeholders as effectively as possible in that context.

- Able to learn from, and influence, peers in the broader technology community, in pursuit of CTO strategy.

Person Specification :

- Bachelors degree (BSc) /PG or equivalent industry experience.

- Responsibility for delivering and managing a service in a technology context

- Managed large teams (50+) and budget (- 5m +)

- Led/delivered enterprise change (specific examples will be required)

- Industry experience with either Mainframe, Midrange, Middleware or Database technology.

- Banking/financial services experience

- External certification - ITIL Certification.