Head of Service Operations

**Head of Service Operations** **-** **(**230000GI**)** **Head of Service Operations** In coordination with the Infrastructure Services teams, the Head of Service Operations will engender a coordinated, Service Operational mindset by defining and directing overall Services strategy for OCBC ensure that the company maintains a data driven services environment and infrastructure that is scalable, customer-centric, risk adverse, compliant, and innovative with SLA’s & measurements for everything we do. **Scope** - In collaboration with the relevant stakeholders, define the Service Operations vision and drive all aspects of the strategy, ensuring that the right architectures, systems, operating models, and data driven aspects fully support technology services. - Partner with the Heads of Infrastructure Services to deliver the innovation, development and deployment of technology solutions providing strong leadership and senior level advocacy for their delivery. - Partner with the business to understand evolving work trends in design, engineering and software needed to support the underlying infrastructure and more importantly how to measure everything (Data Driven). **Responsibilities** - Accountable for the Service Operations and reporting, including Risk/Compliance and Service Improvement Plans. - Govern the Technology Risks covering IT Operation and Resilience, IT Projects and Assurance, and IT infrastructure architecture and availability. - Drive the end-to-end risk management process and govern Technology team on the risks and issues that arises from major projects, risk, and control self-assessments (RCSA) and significant risk events. - Conduct monthly roadmap reviews with relevant service managers and Senior Leadership team represents, communicating on project health status, milestones, issues, and budget. - Work closely with Information Security, to ensure that OCBC environments are maintained in a highly secure state, and that operating procedures and methods are best suited to maintain security of the company environments. - Ensure all service outages are restored in a timely manner and abide by the fix once principles - Guide the team in Service Operations and Risk/Compliance activities to ensure delivery against team annual strategic roadmap objectives. - Coach the team to see the "big picture" as well as the details and to be able to tie technical initiatives to corporate goals. - Assume lead role during outage management; monitor functions and coordinate inter-team corrective actions; assists team members with problem resolution and communicate with stakeholders. - Drive continual service improvement initiatives aimed at improving service quality, IT, and business outcomes. **Management** - Overall management responsibilities for Service Operations & Risk. - Manage vendor relationships by communicating effectively, holding vendors accountable, and cultivating a positive working relationship. - Ensure that technology standards and best practices are maintained across the organization. - Work with Product Owners and stakeholders in other departments to ensure that Technology strategy and execution align. - Drive the adoption of right sourcing strategy, software defined everything and automation - Manage the budget for Services Operations including reporting and forecasting - Manage the team recruitment activities, whilst providing appropriate training, mentoring, and challenging them to grow and develop in their roles. - Demonstrated management experience of matrix and multicultural teams. **Qualifications** **Qualifications, Skills and Experience Essential** - Bachelor’s degree and/or equivalent experience in Information Technology, Computer Science or Business Management - 15 years’ experience of progressive experience in Information Technology management with focus on network disciplines, and voice/video services will have been gained over an extensive period - Extensive experience in the IT infrastructure concepts and solutions. - Extensive in ITSM, Service Operations, Service Processes - Solid knowledge of Risk & Compliance controls as they relate to Infrastructure - Solid knowledge of architectures, monitoring, security control, redundancy, and high availability infrastructure, - Strong knowledge of cyber-security and all matters related - Demonstrable and practical experience as Service Operations / Risk leader **Representative experience should include**: - Service Management tools - example ServiceNow or other - Knowledge of private and public Cloud technologies, broad Infrastructure - Experience in automation and process mapping / improvements - Qualifications in Risk and Information Systems Control - Certifications in ITIL & IT Service Management **Personal Characteristics** - Excellent communications skills, with the ability to explain complex technological ideas and concepts in a way that is understandable to a non-technical audience. - Confident presenter who likes to get