ITServiceProcessManager

# **Job Description** **Purpose of the role** To collaborate with technology teams to optimise and improve the IT service management processes involved in the delivery and support of technology services to meet the needs of the bank. **Accountabilities** * Development, implementation and maintenance of IT service processes, activities, delivery, and staff for a large IT function, aligned to the banks objectives, industry standards and best practice. * Communication of all process changes and improvements to relevant stakeholders, ensuring buy-in and adherence, through the development of reports and performance metrics, to support the decision-making process. * Development of KPIs and analysis of data from various sources to enhance the effectiveness and efficiency of the current delivery processes and support the identification of improvement areas within the IT service delivery processes. * Collaboration with the bank to assess their needs and the technology team to understand their capabilities to provide an efficient and effective service delivery processes aligned with banks goals and regulatory requirements. * Development of detailed documentation of IT service management processes to support the consistency and repeatability of service delivery. * Provision of training and education to IT staff and stakeholders on new or revised IT service management processes and best practices. * Identification and management of risk and control issues pertaining to the Technology Standards and processes. **Analyst Expectations** * To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement. * Requires in-depth technical knowledge and experience in their assigned area of expertise * Thorough understanding of the underlying principles and concepts within the area of expertise * They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.