IT Service Delivery Operational Governance Manager - Vice President

SMBC: A trusted partner for the long term

Here at SMBC Group, we want to help you find the next step in your career so read on to discover if this opportunity is the one for you. We like to recognise potential in our people, so we welcome your application even when your experience doesn't perfectly align with the job description. Whilst we’ll always strive to be better, we’re proud of our inclusive culture, and encourage our applicants and colleagues to be their authentic, unique selves.

Who we are

United by a sense of purpose towards our customers - to be a trusted partner for the long-term - and our universal banking platform in EMEA, SMBC Group has an international growth agenda and award-winning products, meaning we provide exciting opportunities to work on a diverse range of projects and initiatives. We deliver a full suite of corporate finance products and solutions to our customers as well as investment banking and advisory services, and a range of innovative solutions in global capital markets. Read on to find out how you could enhance your skills and gain valuable experience, by joining us to support our clients transition to a sustainable future.

Role Summary

Is the next step in your career at SMBC Group EMEA? We're looking for an IT Service Delivery Operational Governance Manager, Vice President, for our IT Service Delivery team.

This role is responsible for the operational delivery, execution and continual improvement of the IT Service Delivery Governance function across EMEA Technology. Acting as support to the IT Service Delivery Governance Lead, the role ensures IT Service Management governance, operational resilience requirements, regulatory obligations, audit commitments and technology control frameworks are effectively implemented, monitored and embedded across the organisation.

The role will focus on:

• Operational governance oversight across the 17 ITIL Service Management practices.
• Supporting governance over services linked to Important Business Services, Critical Important Functions, resilience, audit, regulatory remediation and control effectiveness.
• Producing governance reporting, management information, maturity assessments, KPIs, KRIs and assurance outputs for senior stakeholders and executive committees.

We are looking for someone with:

• Strong IT Service Management governance experience within a complex, regulated technology environment.
• Knowledge of ITIL, COBIT, Operational Resilience, DORA, FCA, PRA, SOX and related technology control frameworks.
• Excellent stakeholder management, reporting, analytical and influencing skills, with the ability to challenge effectively and drive accountability across Technology teams.

Business Area

The Service Delivery function within SMBC Group EMEA Technology is responsible for supporting the controlled, resilient and effective delivery of technology services across the region. The function works closely with Technology teams, Operational Resilience, Risk, Cyber Security, Internal Audit, Compliance, Business stakeholders, third-party suppliers and intra-group service providers to ensure services are governed, measured and continuously improved.

The IT Service Delivery Governance function plays a critical role in establishing, governing and assuring the service management processes, controls, standards and technologies used to deliver resilient IT services. As regulatory expectations continue to increase across Financial Services, the function helps ensure Technology can evidence effective governance, operational resilience, risk management, auditability and service control across the organisation.

This role will also support the continued development of a Centre of Excellence for IT Service Delivery within EMEA Technology, helping to increase governance maturity, improve operational efficiency and support the organisation's operational resilience journey.

Position Description

The IT Service Delivery Operational Governance Manager is responsible for the operational delivery and continual improvement of IT Service Delivery Governance across EMEA Technology. Acting as support to the IT Service Delivery Governance Lead, the role ensures IT Service Management (ITSM) controls, operational resilience requirements, regulatory obligations and governance standards are embedded and operating effectively.

Working closely with Technology, Operational Resilience, Risk, Cyber Security, Internal Audit, Compliance and Business stakeholders, the role provides oversight of technology services to ensure they are delivered in a controlled, resilient, auditable and compliant manner. The role supports governance across regional, global, third-party and intra-group service providers and drives service management maturity in line with ITIL, COBIT and financial services regulatory expectations.

Key Responsibilities

• Manage day-to-day IT Service Delivery Governance activities.
• Provide governance oversight across ITSM practices and associated controls.
• Support governance of services underpinning Important Business Services (IBS) and Critical Important Functions (CIF).
• Coordinate audit, regulatory, compliance and remediation activities.
• Produce KPI, KRI, control effectiveness and maturity reporting for senior stakeholders and governance forums.
• Drive standardisation, compliance and continual improvement of service management processes, policies and controls.
• Conduct governance reviews, assurance activities and maturity assessments.
• Promote service resilience, recoverability, auditability and stability.
• Provide constructive challenge and drive accountability for service management performance and compliance.
• Support governance transformation and maturity uplift initiatives.

Governance Scope

• Incident & Major Incident Management
• Problem Management
• Change Enablement & Release Management
• Service Request Management
• Service Catalogue Management
• Service Level Management
• Availability Management
• Capacity & Performance Management
• Monitoring & Event Management
• IT Service Continuity Management
• Information Security Management
• Service Configuration Management
• IT Asset Management
• Knowledge Management
• Supplier Management
• Business Relationship Management
• Continual Improvement

Knowledge, Skills & Experience

• Experience in IT Service Management, governance, operational resilience or technology control environments.
• Strong understanding of ITIL practices within complex enterprise organisations.
• Knowledge of financial services regulations including DORA, FCA/PRA Operational Resilience, ECB ICT expectations and SOX.
• Experience supporting audits, regulatory remediation and governance improvement programmes.
• Understanding of IBS, CIF, service continuity and resilience concepts.
• Strong analytical, reporting, stakeholder management and influencing skills.
• Experience working across regional, global, third-party and intra-group technology providers.

Qualifications (Desirable)

• Degree in Information Technology, Computer Science or related discipline.
• ITIL v4 certification.
• COBIT certification.
• CISA, CRISC, CGEIT or equivalent governance/risk qualification.
• Lean Six Sigma, PRINCE2, MBCI or CBCI certifications beneficial.

Competencies

• Customer Focus
• Driving Change
• Driving Results
• Embraces Diversity
• Enterprise Leadership
• Judgement and Decision Making
• Risk Management
• Strategic and Visionary
• Trust and Integrity

What we offer

For all the expertise and experience you bring to help us make a difference, it's only sustainable if we support you to build your career and be your best self. We offer competitive company benefits centred around promoting positive wellbeing and work-life balance.

We also believe in fostering a diverse and inclusive work environment, where all team members' perspectives and contributions are valued. Initiatives in place which promote a diverse and inclusive culture and healthy work-life balance include hybrid working, Sport & Social Clubs and Diversity and Inclusion networks.

As an employee of SMBC, you have access to a host of both useful and exciting benefit offerings, including:

• Hybrid and flexible working
• Competitive paid leave days
• Benefits to support your physical wellbeing, including private medical insurance and life and invalidity insurance
• Various policies to support your mental wellbeing, including a robust behavioural health network with counselling and coaching services
• Access to a wide range of learning and development opportunities and career progression opportunities
• Ambitious remuneration package

We recognise our role as a bank to support social change and welcome all applications, including those from groups often under-represented in financial services. We value the uniqueness of professional and personal, backgrounds and perspectives as they play a vital role in continuing the sustainable growth of our organisation. We'll ensure reasonable adjustments to our recruitment process are offered due to a disability or long-term condition whenever requested.

We are committed to transparent and equitable pay practices. Compensation is determined using objective criteria, including skills, experience, and role responsibilities, and applied consistently throughout our recruitment processes. We do not request candidates' pay history and are committed to preventing unjustified pay disparities.

About SMBC

A trusted partner for the long term

United by a sense of purpose towards our customers - to be a trusted partner for the long-term - and our universal banking platform in EMEA, we deliver a full suite of corporate finance products and solutions to our customers, including corporate, structured and trade finance, leveraged finance, loan market and treasury products. We can also provide investment banking and advisory services and a range of innovative solutions in global capital markets.

Find out more about what we do and who we are at

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