Svp, Senior Itsm Specialist, Sre, Group Technology

Business FunctionGroup 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 Technology, we manage most the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.* ITSM Strategy & Leadership* Develop and implement ITSM strategies, policies, and frameworks aligned with organizational resiliency goals.* Lead ITSM initiatives, ensuring the seamless integration of ITIL and SRE practices to drive operational efficiency and service stability.* Act as a change agent to promote a culture of continuous improvement, resiliency, and proactive service management.* Provide strategic leadership for cross-functional service improvement and process re-engineering projects.* Bridge traditional ITIL frameworks and SRE practices to enhance service reliability, scalability, and efficiency.* Process Management* Collaborate with process owners to oversee critical ITIL processes such as Incident, Problem, Change, Capacity, and Service Level Management.* Conduct in-depth process analysis and identify opportunities for re-engineering to eliminate inefficiencies, reduce costs and improve performance.* Integrate SRE principles, including error budgeting, Service Level Indicators (SLIs), Service Level Objectives (SLOs), observability, and post-mortem practices, into re-engineered ITIL processes.* Design and implement scalable, automated, and optimized processed that align with business goals and operational needs.* Utilize data-driven approaches and tools for process mapping, workflow redesign, and performance measurement.* Project Management* Lead the implementation and optimization of ITSM tools (e.g., ServiceNow, Cloudwise) across diverse teams, incorporating re-engineered workflows.* Manage large-scale ITSM projects, defining requirements, milestones, and deliverables in collaboration with stakeholders.* Oversee the transition of services into production, ensuring readiness and effective knowledge transfer.* Stakeholder Engagement* Collaborate with senior leaders, IT teams, and business stakeholders to align ITSM initiatives with organizational objectives.* Define and manage critical business services, including establishing SLOs, performance KPIs, and metrics for re-engineered processes.* Deliver actionable insights through comprehensive reporting on SLA compliance, service quality, and operational KPIs, focusing on re-engineered outcomes.* Stay connected to industry best practices and trends in ITIL, SRE.* Team Development* Mentor and guide ITSM team members, fostering a culture of collaboration and innovation.* Support professional growth through certifications and the development of technical and leadership skills.* Build and manage high-performing teams capable of delivering exceptional results under pressure.* Compliance & Governance* Ensure adherence to organizational policies, security standards, and regulatory requirements.* Establish governance practices aligned with ITIL, SRE, and industry standards, while embedding principles of process re-engineering.* Monitor SLA compliance, service quality, and customer satisfaction through robust mechanisms.Requirements:

- Bachelor’s degree in Computer Science, Information Technology, or a related field.* ITIL Foundation certification (mandatory); advanced ITIL certifications (e.g., Managing Professional) are a plus.* Certification in Site Reliability Engineering (SRE) or equivalent experience with SRE principles.* 8+ years of experience in IT Service Management, including at least 3 years in a leadership role.* Proven expertise in implementing ITIL-based frameworks and driving continuous improvement.* Hands-on experience with ITSM tools (e.g., ServiceNow, Cloudwise, BMC Remedy).* Strong understanding of ITIL processes and SRE practices, including incident response, root cause analysis, and monitoring.* Excellent analytical, communication, and leadership skills.Preferred Qualifications:

- Experience managing ITSM projects within large-scale, complex IT environments.* Certifications in project management frameworks such as PMP, PRINCE2, or Agile methodologies.* Familiarity with DevOps practices and collaboration between IT operations and development teams.Key Competencies: