Head of Service, Technology

Bank Of England
Job Description – Head of Service, Technology (010082)

Head of Service, Technology – ( 010082 )

Primary Location UK-ENG-London

Job Information Technology

Organisation 141000 – INFRASTRUCTURE AND SERVICE

Job Posting 21-Dec-2023, 10:17:33 AM

The Bank of England is the UK’s central bank. Our mission is to deliver monetary and financial stability for the British people.

The Bank of England is a diverse organisation. Each of its 4,000 people are committed to public service and dedicated to promoting the good of the people of the United Kingdom by maintaining monetary and financial stability.

Work for an organisation steeped in history with a front row seat for the digitalisation of the financial sector, and the rise of rise of fintech and regtech. A core organisational strength, with our people at our centre, Technology enable the Bank of England to deliver its mission by providing a hugely diverse set of technical solutions and platforms. From supporting critical systems which underpin the UK economy, to evolving data analytics, reinventing our online presence, and introducing a fully digital workplace. Be part of a team that’s constantly evolving, just like our industry.

We take pride in our people, with backgrounds and experiences as diverse as the solutions they provide. You’ll enjoy flexible working opportunities, a strong sense of community and well-being, and a collective mission to promote the good of the people of the UK. All of which add up to make the Bank a hugely rewarding place to work.

As a member of the Technology Leadership Team, the Head of Service will be individually and collectively responsible for the Bank’s information technology and computer systems, through which the Bank delivers its mission. You will be directly responsible for IT service management, Operational resilience and the 24/7 operations centre, incident management, end user computing and devices, helpdesk, the data centre and network operations.

Primary accountabilities

IT service management (ITSM)

• Y ou are accountable overall for managing IT as a service within the Bank by designing and leading the Bank’s efforts to improve its systems production stability and risk profile across all directorships. You will lead a central core team working with the CTO and embedded CIOs to support the Bank’s production stability goals and protect the Bank’s production environments
• You are responsible for the identification, documentation and implementation of service requirements. You will protect stability and ensure compliance against production standards through validating that new or changed services are fit for operation from the point of go-live.
• You are responsible for ensuring that assets are appropriately managed in line with any service level agreements (SLAs).
• You are responsible for reporting on the performance of the IT organisation and its services.

Operational resilience

• You are responsible for ensuring and expanding business continuity programmes to deliver on the Bank’s mission.
• You are responsible for developing the organisation’s operational resilience roadmap, including scenario testing of critical business services and identification of opportunities for automation.
• You define and drive a professional problem management discipline across the technology directorate.
• You are accountable for the successful resolution of incidents in a timely manner (through the Major Incident Manager (MIM) who will report directly into you)
• You are responsible (through the MIM) for coordinating with other members of the TLT and stakeholders to resolve incidents involving infrastructure, local applications and products.
• You define, manage and continuously improve the incident management process.
• End user computing and devices, helpdesk
• You have overall accountability for providing IT service desk and technical end user support, including ownership of vendor management.
• You operate the IT service helpdesk in line with the Bank’s wider strategy of knowledge management and self-help. Promote self-service tools, automation, catalogue and knowledge management mechanisms to improve service levels and end user satisfactions and productivity.
• You develop, manage, measure and report on key metrics including (for example) user satisfaction, average response time, mean time to repair, incident avoidance and end use productivity.
• You oversee the provisioning, deployment, management and tracking of all end user equipment and disposal.

Data centre and network operations

• You are responsible for product strategy, technical direction and roadmap for the data centre infrastructure
• You maintain data centres including troubleshooting within the data centre and physical infrastructure
• You establish physical operational support procedures for all systems

Role requirements

• Strong people leadership experience with demonstrable experience of motivating and developing successful teams
• A commitment to the Diversity, Equity and Inclusion agenda with demonstrable experience of action in this space
• Experience managing service operations teams in a financial and/or public sector organisation
• In-depth knowledge of complex IT systems, including critical applications, infrastructure, cyber security, and emerging technologies such as Cloud
• Experience in leading problem management
• Experience in configuration management
• Major incident management experience, in complex environments
• Service management experience within on-prem/Cloud hybrid environments
• Experiencing in managing critical operations using up-to-date ITIL processes complemented by service management toolchains (e.g monitoring and alerting
• Experience managing critical third parties and their respective services
• Knowledge of ITIL and accreditation, experience in driving improvement initiatives
• Familiarity with relevant compliance and regulatory standards relating to critical national infrastructure and/or critical business systems
• Demonstrated understanding of risk management
• Budgeting and financial management experience
• Managing IT operations in a CNI environment

Our Approach to Inclusion

The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve.

At the Bank of England we want all colleagues to feel valued and respected, so we’re working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it’s by drawing on different perspectives and experiences that we’ll continue to make the best decisions for the public.

We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We’ve also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they’re needed.

For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders.

Finally, we’re proud to be a member of the Disability Confident Scheme . If you wish to apply under this scheme, you should check the box in the ‘Candidate Personal Information’ under the ‘Disability Confident Scheme’ section of the application.

Salary and Benefits Information

This specific role offers a competitive base salary (depending on skills and experience) on a full-time basis.

In addition, we also offer a comprehensive benefits package as detailed below:

• A non-contributory, career average pension giving you a guaranteed retirement benefit of 1/95th of your annual salary for every year worked. There is the option to increase your pension (to 1/50th) or decrease (to 1/120th) in exchange for salary through our flexible benefits programme each year.
• A discretionary performance award based on a current award pool.
• A 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days’ annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.

National Security Vetting Process

Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank’s Privacy Notice

The Application Process

Important: Please ensure that you complete the ‘work history’ section and answer ALL the application questions fully . click apply for full job details