Head of Service Management - Dublin, Ireland - Allied Irish Bank

Description

Role Title: Head of Service Management (Enterprise Technology)

Location : Central Park , Dublin 18 ( Hybrid Working Model)

Technology Overview

AIB has a Technology Workforce of ~2,500, made up of ~1,000 AIB staff supplemented by Strategic Partners, Service Provider Partners and Contractors. With a Technology function established over 50 years ago, there is a long pedigree of Technology enablement across the Bank and a strong working relationship between Technology and all Business areas – co-delivering Service and Change to support our customers. On-going investment and continuous hiring have ensured that AIB has a modern and resilient estate and a diverse and vibrant Technology Workforce. Across 2021 and 2022, AIB hired ~500 new internal staff within Technology to continue to build capacity and capability for the future.

Technology is structured across a number of pillars – Customer and Employee Channels, Business Platforms, Data & Analytics, Strategy & Transformation, Digital Resilience, Enterprise Technology and Technology Planning, Performance and Engagement.

This is an exciting time for Technology in AIB as we set out to modernise the channel experience, build foundations for future re-use and scale-up and ensure the infrastructure is reliable and cost effective, all with a focus on driving customer value and a better employee experience through 24/7 flexible channels. AIB's ambition is to move to modern engineering tooling and practices underpinned by enterprise cloud capabilities within an Agile operating model, creating a highly motivated Technology Workforce with a strong Talent pipeline, working with a highly functional Partner Eco-System.

The Technology Team have modern tools and technologies, coupled with hybrid working and a culture of professionalism, hard-work, teamwork, customer-focus, and fun provides a strong foundation for new hires and existing staff to flourish and grow.

Key Accountabilities

The role of Head of Service Management is a great opportunity where the successful candidate will hold a key position on the Enterprise Technology SMT and will play an important role in moulding, driving and developing the technology service agenda in AIB. Reporting to the Head of Enterprise Technology, the Head of Service Management will be responsible for a broad and varied range of accountabilities, leading the function and strategically developing the four key areas, Service Engineering, Service Operations, Service Integration and Service Transformation.

Key Responsibilities :

• Oversight of the Bank's critical systems ensuring effective resolution of complex and unique problems as they emerge through business-as-usual working or major change programs.
• Ultimate accountability for the availability of the Bank's critical external IT services on a 24x7 basis – including Mobile Banking, Business Banking, Payments, Treasury, Cards.
• Responsible for availability and performance of the Bank's critical internal IT systems such as the DWP desktop, Staff Laptops, Remote Access and multiple business applications.
• Proactively drive the strategic development of appropriate and innovative IT Service strategies, Service architecture, and supporting technologies to ensure that all of AIB's technology meets the current and future needs of the business with best-in-class incident and crisis management processes.
• Management of the strategic IT partners and service providers that underpin the Bank's critical services, ensuring high quality current and future focused service delivery through effective partnerships, governance and oversight.
• Establish, build, and maintain key relationships across the entire AIB IT community and partners, both onshore and offshore, to ensure that contracted services and deliverables are met or exceeded at all times
• Provide assurance to internal and external stakeholders and regulators as to the reliability of AIB technology systems and services through appropriate measures against the SLA framework. In order to effectively do this, you will be responsible for the development and implementation of an effective monitoring and management framework that enables comprehensive IT Service Management.
• Accountable for the operation, development, and governance of the industry standard for delivery of IT services (ISO20000) certified ITIL process framework that underpins the delivery and integrity of all IT services to the organisation. Ensure this remains embedded across the IT teams and partners with an ethos of continuous improvement to meet and exceed all ISO20000 standards.
• Develop strategic IT Service Management objectives including implementation of the future focused technology processes to support AIB's IT Service Management objectives encompassing incident, change, request, capacity, release and configuration management.
• Create and lead a high performing team that can work cross functionally, driving clear and consistent rhythms of communication and inter-departmental leadership providing clarity, direction, development and fostering innovation.

What you will bring:

• 15 years plus significant IT Service Management experience at leadership level, with a proven track record for delivering service quality and availability.
• 5 years plus experience in Service Delivery and developing innovative strategies across complex outsourced relationships delivered from multiple geographies.
• A strong service ethos with proven relationship management experience coupled with an ability to build relationships and communicate effectively with both the business and strategic IT partners.
• An in-depth understanding of complex multi disciplined IT services with a proved track record in the development of effective strategies, solutions and mitigants to complex business challenges. A proven ability to solve complex and unique problems.
• Strong leadership skills, with a proven ability to establish and achieve a shared vision aligned to the strategic goals of an organisation.
• Thought leader in financial services technology solutions, strategy, and emerging trends.
• Proven experience in working across functions to build high-performing teams that consistently and iteratively delivers high-impact, high-quality work.

Life at AIB

At AIB, we have a clear purpose - Empowering people to build a sustainable future. We want to be at the heart of our customers' financial lives by giving them an exceptional experience. That goes for our employees too.

We are building a culture that breaks the conventions of what our customer and employees expect of a bank.

We are committed to offering our colleagues choice and flexibility in how we work and live. Our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements. More details on our hybrid working arrangements and expected office attendance for your role will be provided to you during the recruitment process.

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We celebrate diversity and believe in a culture of inclusion where all our employees can succeed. We welcome applications from people of diverse backgrounds and abilities. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at

If you feel you have what it takes, click apply and fill in the online application form. If you would like more information please contact the Talent Acquisition Team at

By when? Closing date is Friday the 17th of May 2024

Disclaimer:

Unsolicited CV's sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.