ING
Job title:
IT Chapter Lead – WPS
Company
ING
Job description
Job SpecificationDepartment Overview:
ING Wholesale Bank in the UK is a dynamic and challenging environment. The Information Technology department is accountable for IT services consumed not only by the UK but also other ING Wholesale Bank locations. The IT department consists of approximately 90 colleagues plus 3rd parties responsible for a range of services including Application Development and Maintenance, Service Desk and Workplace Services and Infrastructure Management. We operate according to a Scrum Agile delivery process and are passionate about developing our engineering capability to ensure our services are delivered efficiently and securely.Main Duties and Responsibilities of Role:
The world has changed, and so has our business. We once operated our business 9-5 from our offices, now our colleagues are operating in a truly hybrid manner. Our technology platform has been transformed to facilitate this, and no more so than in the space of our Workplace Service Chapter. The UK & Middle-East Workplace Services Chapter manages our Digital Workplace. This includes our Microsoft Windows PC estate (now predominately laptop based), our collaboration platforms, meeting room technology and supporting infrastructure and our local support organisation including an outsourced local Service Desk.Following an intense period of technology transformation, including migration to M365 services (Exchange Online, Teams, SharePoint Online) and Modern Management (Intune/Microsoft Endpoint Manager), our focus now is ensuring that we have a support organisation that meets the need of our diverse internal customers. Customers consisting of our Wholesale Banking colleagues, covering a range of corporate banking, capital and financial markets activities.As Chapter Lead you will support your squad to deliver the final stage of our operating model transformation, a transformation that is focussed on service, and outcomes that deliver excellent digital experience. Chapter leadership at ING is hands on, you will split your time between, supporting, nurturing, and developing your squad. You will work alongside your product owner to ensure priorities are aligned to local UK and global Tech priorities, while also executing your own delivery activities. Since our Workplace Technology platforms are primarily delivered by our global service teams, this is not a purely technical role, more important are your capabilities around vendor & service management, your ability to understand and improve our customer journeys and your ability to help our business deliver on their objectives through allyship and partnership in their interactions with our technology platforms.1. Chapter Leadershipa. Assessing and establishing continuous improvement of the capabilities, competencies and skills within the Workplace Services Chapter from both a Service Desk / Workplace IT perspective and from the perspective of maturing the adoption and practice of the ING One-Agile-Way-of-Working framework
b. Delivering the transition of our outsourced local Service Desk to a new vendor based on a user centric outcome based delivery model
c. Continuing to set a vision for the Chapter and adding definition to and maturing the role of the Chapter and its engineers
d. Day to day hierarchical line management of the colleagues in the IT Workplace Services Chapter, including management of leave, expenses etc. working closely in collaboration with the relevant squad(s)
e. Considering the squad purpose and objectives and ensuring aligned Chapter and engineer personal objectives are set, measured and formally reviewed
f. Ensuring focus on the well-being of colleagues within the Chapter
g. As Chapter Lead mentor the IT Workplace Services engineers2. IT Workplace Services EngineeringService Management, Governance and Maintenancea. The general operation of the IT Workplace and Service Desk services on a day to day basis
b. Measurement, monitoring and analysis of service levels and key performance indicators (e.g. availability, performance etc.) with a focus on user experience
c. Ensuring an effective incident management process and service operations
d. Identification and resolution of service problems both as a result of service incidents and pro-actively
e. Conduct accurate maintenance of application components in the ING Configuration Management Database (CMDB)
f. Ensuring regular service reviews with suppliers and supporting the monthly IT service forum, managing the operational day-to-day Service Delivery
g. Ensuring continuous review and improvement of IT Workplace and Service Desk services through measurement, stakeholder engagement, planning, prioritisation and delivery execution
h. Partake in major incident management rotaRisk and Security Managementa. Ensure IT Workplace and Service Desk services offerings are in line with industry standards and global ING best practices
b. Obtaining and creating evidence that demonstrates compliance to ING IS policies
c. Determine impact of new/changed ING standards and policies
d. Ensure that the necessary risk related activities are timely performed by the team and/or 3rd party
e. Conduct and manage 3rd party site visits/auditsChange Managementa. Assessing impact of change and ensuring appropriate planning and action
b. Ensuring managed and controlled change to the IT Workplace and Service Desk services through planning, testing, deployment management and retrospective
c. Align with the 3rd party and internal stakeholders to establish and manage change and release plans
d. Initiate and manage improvement projects both in ING and in 3rd party organizations to improve Service and/or Risk and Security Management for IT Workplace and Service Desk services
e. Technology and business change management
f. Supporting adoption of, and promoting use of new technologies and ways of working with in the businessCareer Potential
ING is a global bank operating in the Wholesale and Retail Banking environments. The Tech organisation is also global and therefore opportunities are wide ranging. In this role, you will gain knowledge related to of course, technology aspects, develop your engineering capability as well as enhance your experience managing teams and people. The Wholesale Banking environment is dynamic and challenging so you will develop understanding of associated business processes and be able to build your network across the organisation. As such, career potential is extensive within the UK, Tech and generally across the bank.Candidate ProfileQualification/Education
- IT certifications around Service Management/Agile Delivery and User Experience would be a plus
Experience/Knowledge
- Experience that gives you confidence to lead a team and influence stakeholders up to senior management level.
- Knowledge of IT Digital Workplace and Service Desk services in an ITIL environment
- Experience managing. coaching and supporting the development of a team.
- Experience in Service Design, Transition and delivering excellent employee experience.
- Experience in vendor management
Competencies
- You are able and willing to delegate and motivate the team. You’re able to set a vision for the team and manage conflict with integrity, fairness and a positive attitude
- Exceptional soft skills i.e to be able to explain complicated ideas clearly and coherently
- You possess the ability to deliver with efficiency and effectiveness
- You demonstrate determination and dedication towards achieving results
- You have the ability to hold vendors and suppliers to account
- You are willing to go above and beyond for the sake of the team and the colleagues consuming the services you team delivers
o You are always a step ahead
o You take it on and make it happen
o You help other be successful
Expected salary
Location
London
Job date
Fri, 16 Feb 2024 02:00:08 GMT
To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.net) you saw this job posting.