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Head of Service


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Think outside the box

We know that sometimes people can be put off applying for a job if they think they can't tick every box, but if you are excited about this opportunity and think you can do most of what we are looking for, then go ahead and apply. You could be exactly what we need!

Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

Head of Service

Dublin, Ireland | Permanent | Full time

Head of Service

Full time | Dublin | Ireland

Description of business unit

As a Head of Service you will be part of the extended Technology Services leadership team and will work closely with the other members of the leadership team to develop and define policies and strategies for the function. You will work collaboratively with other teams within IT on the service agenda, with a shared objective of delivering to the customer strategy. You will demonstrate strong management capabilities and have the ability to influence across all levels within the organisation.

Purpose of the Role

The Head of Service is accountable for the delivery of the IT services within their respective business portfolio;

  • Own end-to-end business services on behalf of Technology Services
  • Represent these services into relevant business stakeholders.
  • Interface with the other Technology Services teams in the delivery of service
  • Work to support the delivery of the customer strategy and agenda

Key Responsibilities and Accountabilities:

  • Being a key influencer within IT and across the business on the customer / service agenda
  • Acting as trusted advisor to the business units on Run the Bank related activity for the agreed business services
  • Developing strong working relationships with key customers in the business units
  • Providing business stakeholders with an overview of the health of their key services.
  • Accountability for managing and communication of IT risk around the services within your domain
  • Understanding and representing business services from an end-to-end perspective.
  • Ensuring the customer voice and views on the IT services are feedback to Technology Services team.
  • Drive continuous service improvements where required.
  • Accountability for maintaining knowledge of the services provided to the business to help define a service strategy and an end-to-end view of performance, service improvements and delivery
  • Engage with service partners in the delivery of service and represent service in vendor governance meetings.
  • Alignment with the Service managers facing off the service in terms of understanding the business as usual challenges (incidents, problems etc.) and ensuring these are factored into future plans
  • Aligning with the standard ITIL processes within Technology Services in the delivery of services e.g. Availability, Capacity, Incident and problem etc.
  • Driving higher availability and stability for the business service through championing and supporting process owners in technology services
  • Ownership of Service Reporting pack for the services which are covered as part of your portfolio
  • Facilitating the agreement of customer facing SLAs and oversee and report on service metrics / SLAs and discuss improvement needs
  • Understanding the Service continuity requirements for the service and working with the appropriate areas within Technology Services to ensure these requirements are met
  • Proactively identifying opportunities for increased operational efficiency and cost reduction
  • Leading by example and demonstrating strong management standards and practices and full support for the IT leadership team
  • Alignment with the Change Delivery plans impacting your services
  • Engaging with the Service Transition process to ensure that new services are being transitioned into production with the appropriate level of rigour, control and budgetary considerations
  • Engagement with change programmes delivering new and changed services in your portfolio
  • Supporting the impact assessment of business driven changes to a service and communicating key changes back to business stakeholders
  • Gaining an understanding of major change initiatives and ensure that Technology Services are in position to meet service expectations
  • Engage with regulatory reporting, business and IT risk teams in the management of regulatory reportable events and errors.
  • Manage the preparation of reporting required under relevant compliance requirements by CBI and ECB following reportable service outages e.g. PSD2, NIS, Licence, Consumer Protection Code
  • Provide verbal and written communication to senior management, regulatory relations and GEC during major and significant incidents
  • Support data gathering and drafting of responses required for audit and regulatory engagements with Technology Services.
  • Work with the Problem Management and wider IT Teams to drive out the root cause of incidents and communicate these to the business and regulatory stakeholders
  • Input into annual demand management budgeting cycle providing service and risk lens for prioritisation of funding
  • Understanding the drivers for the cost of their services and defining opportunities for reducing cost of service

Essential Skills & Experience

  • Customer Relationship Management
  • Experienced in effective stakeholder management with strong communication & influencing skills
  • Strong customer focused background and commercial awareness
  • Experience of working at management level including proficiency in leadership and management skills, stakeholder management, influencing and relationship building.
  • Demonstrable experience in presenting and discussing technical issues and service improvement initiatives to both technical and non-technical audiences at all levels.
  • Experience of IT service management and service delivery
  • IT service delivery background and appreciation of production support demands
  • Understanding and awareness of the technology landscape that support a business area
  • Vendor management and governance
  • Facilitation/Negotiation Skills Stakeholder/Relationship Management
  • Knowledge of regulatory reporting obligations for IT service.
  • Risk & Compliance awareness

Desirable Qualifications, Skills & Experience

  • ITIL Certification
  • Banking business acumen an advantage

Key Competencies

  • Customer Focused - Leader
  • One Group, one team - Leader
  • Agile - Leader
  • Accountable - Leader
  • Manage Risk - People Manager

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Closing date: Jun 06, 2020

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.


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