Group Head of Infrastructure Operations in Wolverhampton

The Infrastructure Operations team is comprised of Server & Systems, Virtualisation & Storage, Citrix & SharePoint / Web Services – all of which are vital in the continued operation of the Bank! The Group Head of Infrastructure Operations will directly manage these teams, ensuring each respective area is meeting group service levels to maintain standards. Assisting the Group Head of Technology Services, you will contribute to the development of quality assurance and improvement and implement a total quality management framework. Playing a core role within the direction and positive functioning of the company, both in a strategic and day-to-day capacity. This role will be based in Chatham or Wolverhampton and will involve travel across all of our sites.

Your responsibilities will include:

• Implementing solutions to challenges and problems
• Develop and improve infrastructure plans, services, policies, procedures and processes
• Identify and take action to mitigate risk, ensuring effective controls are in place
• Driving redress to increase the effectiveness of our services; identify and implement continuous improvement
• Contribute to the design and delivery of a quality improvement framework by analysing and interpreting data
• Support the delivery of a wellbeing framework for employees and contribute to the overall development of staff
• Oversee timing, resources, scheduling and staffing to effectively meet high demand and keep customer experience smooth and timely
• Take a hands-on role where necessary, particularly on project management work, IT budget forecasting, DR Tests
• Nurturing teams of highly technical professional specialists during change / release management
• Operationalising, implementing, and developing the Groups IT Operations Strategy to provide direction to teams
• Assist in analysis, planning and oversight of all elements of the Group’s Infrastructure Operations
• Collaborating with key stakeholders across the globe to build and maintain infrastructure systems which are effectively managed & implemented
• Translating organisational direction into specific team and individual job expectations through effective coaching, performance management and monitoring
• Ensure that you and your team fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do
• Ensure that you and your team fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations
• Line manage and coach all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment
• As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function
• Act as the Relationship Owner and primary business contact for the vendor(s) assigned to you. Responsible for meeting the day to day requirements outlined in the Vendor Management & Outsourcing Policy and the Relationship Owner Operating Standards, including completing assigned training, providing a risk assessment related to the vendor(s), monitoring service performance and ensuring adherence to the Group’s Information Security requirements

We are looking for talented individuals who have the experience / knowledge and qualifications set out below:

• Extensive experience of service desk / desktop or specialised IT Operational support experience or similar role
• Extensive experience in people management including recruiting talent, managing performance and training and mentoring staff
• Extensive experience coordinating installations, upgrades, and maintenance of day-to-day operations
• Extensive experience working knowledge and understanding of Continual service improvement lifecycle
• Extensive experience nurturing service delivery around applications, Cloud, websites etc in a multi-office global environment

OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds.