Head Of Change Management

Department overview:
Enterprise Production Services (EPS) provides Group-wide production services to all global company entities, including:
• Global Operational Control, Monitoring and Service Recovery through the Command Centre including Major Incident Management, Event Management and Command Centre Management for all business units
• Provides centre of excellence for Service Management processes, reporting and tooling including ITIL processes, ServiceNow, Monitoring (eg Netcool) and Scheduling (eg TWS and Autosys)
• Provides Group-wide centralised functions for Change Management, Problem Management, IT Asset & Configuration Management and Service Reporting
• Provides design and delivery capabilities for group wide enterprise solutions

Main function of the job:
The role of head of Change Management is to lead a function that manages the central Production Change Control process for all global Company’s business units including:
• Ownership of the Change Management process
• Strategy for Change Management and Service Transition for the Bank
• Ownership of all High Risk changes and associated CABs
• Ownership of improvement programs for change management
• Ownership of change management module in ServiceNow
• Ownership and improvement of change management reporting and MI
The candidate will have a proven track record in the industry of driving changes across large, complex and diverse organizations while also establishing, growing and maintaining strong relationships with senior stakeholders up to CIO level within Company’s

Main duties and responsibilities:
The candidate must also have strong team leadership and people management skills and have managed globally remote organizations effectively.
The candidate will bring credible thought leadership and directional leadership in the field, building and driving credible strategies for IT Service Management and Change Management for the Bank.

• Define, own and drive sustained proactive improvement initiatives working with partners within GTIS and across the Bank
• Establish, Maintain and Strengthen relationships with MD level stakeholders across multiple areas of the Bank including risk, BIA and RTB leads in the business lines
• Train, develop and mentor colleagues to ensure full development of their potential
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Company’s Operational Risk Framework and internal Company’s Policies and Standards
• Proven ability to stand in and cover for the Head of EPS as and when required
• Very strong industry experience of market trends in IT Service Management products, tooling and processes
• Budget management of multi-million pound budgets that include people and tooling costs
• Experience of actively managing supplier relations and associated risk framework
Person Requirements
• Extensive professional experience of running development and delivery teams, operating at Senior Management level.
• Strong and impactful relationship management skills, across multiple product / business lines, with evidence of establishing and building effective and credible relationships with senior (MD) stakeholders.
• Highly effective communicator with the ability to translate and present technology issues and scenarios to non-technologists both verbally and written.
• Extensive track record in managing customer service needs and priorities to providing excellent quality of services.
• Proven analytical and problem solving capability.
• Exceptional inter personal and collaboration skills working with peers across the wider Company’s organization.
• Recognised as an industry subject matter expert in technology operations and has the ability to be a thought leader and develop / introduce entrepreneurial best practices.
• Ability and strength of character to debate and negotiate where appropriate with peers, senior line management and senior heads of business
• Proven track record in working in high pressure situations.
• Role model for values and behaviors to the team and wider organization.
• Uses technical knowledge and prior experience to devise new and creative solutions to technical and operational issues in order to mitigate customer and operational impact.
• Market Commercial acumen and experience of driving and leading significant commercial negotiations with 3rd parties and suppliers.