Information Technology Service Desk Manager (London Area)

IT Governance Officer / IT Service Desk Manager

Our Client is a globally recognised, successful bank who provide world-class services to various institutions and individuals. Offering a comprehensive range of retail and corporate financial services/products, this thriving business boasts over 10 million active customers in over 700 business locations. Due to business requirements, we are now looking to acquire the services of an experienced IT Governance Officer.

Please note that this is a hybrid role with 3 days in the office and 2 days working from home.

Key Responsibilities:

There are 4 parts to this role

• IT Service Desk Oversight
• Compliance and Governance
• Vendor Management
• Disaster Recovery and Business Continuity

1. Compliance and Governance:

a. Oversee, and maintain compliance with Cyber Essentials Plus and ISO27001 requirements and other international standards as part of business as usual (BAU) to ensure periodic recertification.

b. Conduct monthly testing of Cyber and IT controls.

c. Monitor and manage audit and risk remediation actions.

d. Ensure all IT documentation, policies, and Standard Operating Procedures (SOP) are up to date and adhered to.

2. Vendor Management

a. Ensure vendor compliance with SLAs and conduct regular vendor due diligence.

b. Oversee the management and performance of IT vendors, ensuring they meet contractual obligations and service levels.

3. Disaster Recovery and Business Continuity:

a. Coordinate and conduct regular DR and BCP testing.

b. Ensure the bank's IT infrastructure is resilient and capable of recovering from disruptions.

4. IT Service Desk Oversight:

a. Manage the IT Service Desk to ensure efficient and effective support for all IT-related technical and service request issues.

b. Implement best practices and continuous improvement initiatives for the IT Service Desk.

c. Provide service desk performance MI Data in relation to closed and open tickets

Key Skills/Experience:

• Proven experience in IT governance, risk management, and compliance.
• Has worked with auditors or in a 2nd line of defence role and assisted with audits.
• Experience in managing vendor relationships and ensuring compliance with SLAs.
• Strong background in coordinating and conducting DR and BCP testing.
• Experience in Cloud computing Technology and delivery
• Service Desk Management Experience
• Excellent understanding of ISO27001 requirements and other relevant regulatory standards.
• Strong Analytical and problem–solving skills
• Excellent communication skills
• Ability to manage multiple tasks and projects simultaneously.