Job Application

Location: London

Salary: £90-110k basic plus excellent package

Key Essential Skills:

• 10+ years in IT service delivery management, with specific expertise in managing service desk, IPC, NOC, and desktop support functions.
• Background working within the financial services industry, ideally investment banking.
• Deep understanding of ITIL framework and best practices for service delivery and support.
• Experience with IT service management (ITSM) tools such as Cherwell, ServiceNow.
• Ideally experience working for managed service company in a similar role.
• Ability to thrive in a fast-paced environment, managing competing priorities and driving results.
• Service Desk Management.
• Desktop/Front Office Support Management.
• NOC experience.
• Incident, Problem & Change experience.

Overview:

Thebes are a global boutique managed IT services provider who focus primarily on the financial services sector.

We currently have an exciting opportunity for an experienced individual to join our team as our Head of IT Services.

The role sits with one of our largest investment Banking clients where we provide a dedicated managed service across four area's, which are:

• Service Desk
• Front Office/Desktop Support
• NOC operations centre
• IPC - Incident, Problem & Change

The roles is critical to the overall delivery of the services and interfaces with the clients senior management team. This role would suit an individual with extensive experience within financial markets technology, someone with experience working within and running multiple teams across services desks, trade floor support, NOCs. Ideally you would have experience working for a similar services type organization.

The role offers excellent challenges and rewards for the right person.

Role & Responsibilities:

• Influences the strategic direction and takes responsibility for the full range of customer service functions, including organisational frameworks for complaints, service standards and operational agreements.
• Defines service channels, service levels, standards and the monitoring process for customer service or service desk staff.
• Provides leadership to deliver the service culture required to deliver required organisational outcomes.
• Build and own service improvement plans across all services.
• Improve and create new service offerings.
• Responsibility for business continuity and legal, regulatory, and contractual compliance.
• Collaboration with the client to help improve processes and systems.
• Responsible for standardisation of operational process across the services and regions
• Accountable for Knowledge Management processes within the organisation and Service Availability
• Identify and mitigate the risks across services.
• Conducts research and analysis to provide solutions to business problems and help to introduce these systems to support service improvements.

Outline Thebes Group:

Thebes Group is a leading UK wide IT infrastructure technology consultancy. We are well-known for our extensive talent pool of highly competent IT professionals and exclusive Academy programmes, which provide a great opportunity to undertake technical training in core disciplines. Thebes work with a number of leading vendors, Government, financial institutions and insurance companies including investment banks, brokers and hedge funds.

Thebes does IT solutions & services differently from most other IT service providers. As an Assured Outcome Provider (AOP) we have spent fifteen years willingly sharing the client's risk with them by focusing on outputs (ie quality service & solutions and ROI) rather than inputs (ie pricelists and headcount). We do this by fitting our skills, solutions & capabilities to needs, augmenting our staff with enthusiastic professionals from our Academy programme and remaining flexible as our clients' needs change.