Head of IT Services

Description

Purpose of the job

The Bank for International Settlements (BIS) is currently recruiting for a Head of IT Services to join the Information Technology and Services team in Basel. 
As a member of the ITS Management Team, you will oversee the provision of high quality, responsive and reliable IT support services to the global BIS business.

Role-specific accountabilities

• Responsible for all 1st and 2nd line IT support services delivered to end users, including all BIS regional offices and the BIS Innovation Hub; delivering services to meet agreed levels, while maintaining high levels of customer satisfaction


• Responsible for the client hardware fleet, including office, remote working and mobile end user IT environments. Ensures effective request management, provisioning, end user deployment and support, inventory management and supplier management services


• Responsible for product management of the Bank’s IT services portal, including overall end-user communications, knowledge base and service management workflow. Works effectively with the Corporate Applications IT team to specify, prioritise and test changes to the platform


• Implements IT Service Management processes across the team’s functions and IT services portal, in line with industry standards and best practices (ITIL)


• Creates and maintains effective business relationships with key stakeholders in each of the Bank’s business units and regional offices. Maintain high levels of customer-orientation, business responsiveness, communications and expectation management


• Continuously monitors operational performance and user satisfaction, and works to maintain and improve standards


• Works with IT application and infrastructure teams to ensure effective and integrated incident, request and problem management processes across all IT activity at the Bank


• Manages the Bank-wide Change Management process as well as the Bank’s mobile telephony services

ITS line management responsibilities

• HR management: oversees team recruitment activity and participates in interviews; manages staff performance and development; contributes towards ITS-wide strategic workforce planning. Responsible for procurement and management of contract staff. Ensures that the work performed by their team meets the highest possible professional standards and is in line with both Bank and ITS policies


• Audit, risk and control: works with internal and external auditors and ensures that agreed action plans are delivered effectively; ensures compliance with relevant Bank policies and controls in their area of operation; aligns to Bank standards and best practices


• Supplier management: responsible for the work of external service providers operating within their functional area. Negotiates scope of services and commercial terms with suppliers, in line with applicable bank policies and procedures. Manages ongoing supplier performance and relationships


• Budget management: responsible for all IT procurement activity within their area and managing spending within their assigned IT budget. Maintains an accurate financial forecast and meets reporting obligations. Identifies, prepares and requests changes to budget through the correct governance process


• Liaison role: pro-actively liaises with all relevant stakeholders, particularly within the BIS customer departments, but also with management, technical staff, external partners and providers


• Representation and management support: participates actively in relevant ITS Management Team meetings. Assists with the overall management of ITS and its staff. Represents ITS in various meetings and committees

Qualifications, skills and experience

• A university degree in information technology, business or a related discipline


• At least 10 years’ of work experience in relevant IT roles of which at least 3 years’ management experience in IT support and IT service management


• Good knowledge of enterprise IT topics, including infrastructure, cloud computing, software development, business applications, information management, architecture, project management and application portfolio management


• Relevant experience of managing teams of IT specialists, including external contractors


• Formal certification in ITIL and deep knowledge of industry best practices


• Previous experience in working in central banking or financial services is preferred


• Outstanding interpersonal, communication and presentation skills


• Excellent oral and writing communication skills in English

The BIS is fully committed to equal opportunity employment and strives for diversity among its staff.

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