An exceptional opportunity has arisen for a Senior Service Delivery to join a rapidly expanding start-up bank. This is a hands-on, strategic role, perfect for a leader with a proven record in smaller, high-growth environments, who thrives in building incident and problem management frameworks that support scalability, resilience, and high service standards from the ground up. As part of the senior team, you will shape IT Service Management (ITSM) and operational processes, ensuring they evolve with the bank’s rapid growth.
Key Responsibilities:
Design and Implement Incident and Problem Management Framework: Build a scalable incident and problem management strategy tailored to the unique needs of a start-up bank. The framework should focus on rapid issue identification, triage, and resolution, minimizing downtime and supporting a seamless customer experience. This will include structured root cause analysis, trend monitoring, and preventative measures to address recurrent issues as the bank scales.
Lead Major Incident Protocols: Establish efficient protocols for managing major incidents, with a focus on swift triage, prioritized escalation, and stakeholder communication. Ensure 24x7 incident response coverage through internal or external teams, maintaining SLA standards and ensuring transparency in incident handling.
Foster Accountability and Drive Continuous Improvement: Lead structured incident reviews, focusing on continuous improvement rather than rote protocols. Ensure that lessons learned from incidents feed into process enhancements, proactively minimising future risks and fostering accountability across teams.
Daily Collaboration with Engineering and Operations Teams: Work closely with outsourced Engineering and Operations teams in daily system health checks, incident discussions, and planned changes to maintain a proactive, preventative approach to incidents and potential issues. Align with these teams to build responsive and agile processes that suit a fast-growing environment.
Strengthen Continuity and Disaster Recovery Plans: Develop comprehensive disaster recovery and business continuity strategies to safeguard operations and ensure data integrity, reinforcing the bank's capacity to handle disruptions effectively as it scales.
Service Level and Vendor Management: Oversee third-party vendors to ensure they adhere to SLAs and contribute to effective incident response. Optimise vendor relationships, assessing in-house vs. outsourced solutions to maintain flexibility and service quality as the bank grows.
Data-Driven Reporting and Performance Tracking: Regularly produce actionable reports on incident trends, resolution times, and SLA adherence. Provide insights and recommendations to the executive team, ensuring a continuous improvement loop based on data-driven analysis.
Ideal Candidate Profile:
Start-Up or Small Environment Experience: Extensive experience managing incident and problem management in smaller, high-growth banking or financial services organisations. You’re accustomed to environments that require flexible, scalable processes and hands-on involvement at all levels.
Operational Resilience Expertise: Proven record in establishing incident management and problem resolution strategies that drive operational resilience. Experience in adapting protocols and incident handling in fast-paced, evolving environments is essential.
Strong Leadership and Continuous Improvement Mindset: A proactive leader with a focus on fostering accountability and implementing continual improvements. You should be skilled in analysing incident patterns, executing root cause analyses, and making data-driven decisions.
Technical and ITIL Certified: Deep understanding of ITIL best practices with hands-on expertise in incident, problem, and change management within a high-growth financial setting.
Why Join Us? This is a rare opportunity to join a dynamic start-up bank, contributing to its operational reliability and setting a foundation for scalable service delivery. With a competitive benefits package, including pension and life insurance, this role is ideal for a leader ready to make an impact at a pivotal stage of growth.
Apply Now: Shortlisting is underway. Submit your CV today to secure your place in building the future of service, incident and problem management for a rapidly scaling financial organisation.
InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.
