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- Tasks: Lead IT service delivery and manage a team of specialists for the UK Bank.
- Company: Join Handelsbanken, a relationship bank focused on local decision-making and customer needs.
- Benefits: Enjoy competitive salary, private medical insurance, and a 15% pension contribution.
- Why this job: Be part of a transformative journey in banking, enhancing technology and services.
- Qualifications: Experience in ITIL, line management, and handling major incidents is essential.
- Other info: We value diversity and encourage everyone to apply, regardless of background.
The predicted salary is between 48000 - 72000 £ per year.
Main Responsibilities
As the Head of IT Service Delivery, you will lead a function of service specialists with responsibility for the UK Banks IT Service Management capabilities (incident, problem, change, release and reporting), the IT Service Desk (supporting c. 3800 users) and IT Assurance activity covering the Services & Infrastructure department.
You will be joining the bank at a time of significant change and the successful candidate will play a key part in supporting the organisations modernisation journey. Among other things, you will lead the roll out of new ITSM tooling for the UK Bank, a new contact center solution for the IT Service Desk, an IT Service Desk enhancement programme and establishing relevant parts of a Service Management Framework for the UK Bank.
This is a full-time role based at the London office with a requirement to be part of the out of hours Major Incident rota (currently 1 in 6 weeks).
Other Responsibilities
- ITIL Process Implementation and Management
- IT Service Desk
- Leadership and Team Development
- Stakeholder Engagement
- Incident and Problem Management
- Change, Release and Configuration Management
- Risk management and Compliance
- Supplier Management
- Group Services
- Assurance
Ideal Candidate
Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply – so if you are worried you don\’t meet all the criteria, get in touch anyhow and let us do the worrying
- Professional competence and relevant experience in ITIL v3/v4
- Line management experience, ideally of a similar scope and responsibility set
- Experience leading and managing high severity major incidents in a time critical environment
- Knowledge of control frameworks, industry standards, and regulatory guidance, including ISO 27001, ISO20000, COBIT, ITIL, BIAN, FCA/PRA, CHAPS, LINK
- Excellent verbal and written communication skills with the ability to analyse, articulate and present complex issues clearly and concisely
- Confident presenter and facilitator that has experience presenting to and working with C-level
- Experience working in a highly regulated environment (Desirable)
- Financial Services experience, particularly Banking and or Wealth Management (Desirable)
- Experience working in a regulated, intra-group organisation where technology services are provided by and for other group entities in line with Outsourcing and third-party risk management SS2/21 (Desirable)
Company Information
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
We are embarking on an exciting Business Transformation journey. This transformation will significantly enhance our technology systems, processes and services, bringing evolution to our ways of working. Join us in this transformative journey, where your dedication, adaptability and commitment will play a crucial role in shaping the future of banking for our valued customers.
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.
Check our Handelsbanken website for further information.
What is in it for you?
- We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
- Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance.
- A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds).
Application next steps
Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.
The interview process will involve a combination of technical and competency based interviews, you will have the opportunity to learn more about the role and the current team.
How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process just let us know by email uk_talent@careers.handelsbanken.co.uk.
This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.
Seniority level
- Director
Employment type
- Full-time
Job function
- Information Technology
Industries
- Banking
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Head of IT Service Delivery (London) employer: Handelsbanken
Contact Detail:
Handelsbanken Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of IT Service Delivery (London)
✨Tip Number 1
Familiarise yourself with ITIL v3/v4 and other relevant frameworks mentioned in the job description. Being able to discuss your practical experience with these frameworks during the interview will demonstrate your expertise and readiness for the role.
✨Tip Number 2
Prepare specific examples of how you've successfully led high-severity major incidents in a time-critical environment. This will showcase your leadership skills and ability to handle pressure, which are crucial for this position.
✨Tip Number 3
Research Handelsbanken's approach to customer relations and their decentralised way of working. Understanding their values and how they operate will help you align your answers with their organisational culture during the interview.
✨Tip Number 4
Be ready to discuss your experience with stakeholder engagement and communication, especially with C-level executives. Highlighting your ability to articulate complex issues clearly will be key in demonstrating your fit for the role.
We think you need these skills to ace Head of IT Service Delivery (London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ITIL processes, service management, and leadership roles. Use specific examples that demonstrate your ability to manage high-severity incidents and lead teams effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your background aligns with the responsibilities of the Head of IT Service Delivery and mention any relevant financial services experience.
Highlight Key Skills: Emphasise your communication skills and ability to present complex issues clearly. Mention your experience with regulatory frameworks and compliance, as these are crucial for the role.
Showcase Leadership Experience: Detail your line management experience and how you've developed teams in previous roles. Provide examples of how you've engaged stakeholders and led successful projects or initiatives.
How to prepare for a job interview at Handelsbanken
✨Understand ITIL Frameworks
Make sure you have a solid grasp of ITIL v3/v4 principles, as this role heavily relies on IT Service Management capabilities. Be prepared to discuss how you've implemented these frameworks in previous roles.
✨Showcase Leadership Experience
Highlight your line management experience and provide examples of how you've led teams through high-pressure situations, especially during major incidents. This will demonstrate your capability to manage the service desk effectively.
✨Prepare for Technical Questions
Expect technical questions related to incident, problem, change, and release management. Brush up on your knowledge of control frameworks and regulatory guidance, as these are crucial for the banking environment.
✨Communicate Clearly and Confidently
Since you'll be presenting to C-level executives, practice articulating complex issues clearly and concisely. Good verbal and written communication skills are essential, so consider doing mock interviews to refine your delivery.
