Information Technology Service Desk Manager

The Curve Group; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an experienced IT Governance Officer to join their dynamic team. This hybrid role involves overseeing IT service desk operations, ensuring compliance with international standards, and managing vendor relationships. The successful candidate will play a crucial role in maintaining the bank's IT governance framework, ensuring business continuity, and enhancing service delivery. With a focus on continuous improvement and effective communication, you will help drive the organization's commitment to excellence in IT services. If you are passionate about IT governance and compliance, this is your chance to make a significant impact.

Qualifications

• Proven experience in IT governance, risk management, and compliance.
• Strong background in coordinating and conducting DR and BCP testing.

Responsibilities

• Oversee compliance with Cyber Essentials Plus and ISO27001.
• Manage the IT Service Desk for efficient support.
• Coordinate regular DR and BCP testing.

Skills

IT Governance

Risk Management

Compliance

Vendor Management

Disaster Recovery

Business Continuity Planning

Service Desk Management

Cloud Computing

Analytical Skills

Communication Skills

Job description

Job Description

IT Governance Officer / IT Service Desk Manager

Our client is a globally recognized, successful bank providing world-class services to various institutions and individuals. Offering a comprehensive range of retail and corporate financial services/products, this thriving business boasts over 10 million active customers across more than 700 locations. We are seeking an experienced IT Governance Officer to join the team.

Please note that this is a hybrid role with 3 days in the office and 2 days working from home.

Key Responsibilities:

1. IT Service Desk Oversight
2. Compliance and Governance
3. Vendor Management
4. Disaster Recovery and Business Continuity

1. Compliance and Governance:

• Oversee and maintain compliance with Cyber Essentials Plus, ISO27001, and other international standards to ensure ongoing certification.
• Conduct monthly testing of cybersecurity and IT controls.
• Monitor and manage audit and risk remediation actions.
• Ensure all IT documentation, policies, and Standard Operating Procedures (SOPs) are current and adhered to.

2. Vendor Management:

• Ensure vendor compliance with SLAs and conduct regular due diligence.
• Oversee vendor performance, ensuring contractual obligations and service levels are met.

3. Disaster Recovery and Business Continuity:

• Coordinate and perform regular DR and BCP testing.
• Ensure the bank's IT infrastructure is resilient and capable of recovery from disruptions.

4. IT Service Desk Oversight:

• Manage the IT Service Desk to provide efficient and effective support for all IT-related issues.
• Implement best practices and continuous improvement initiatives.
• Provide performance metrics related to ticket resolution.

Key Skills and Experience:

• Proven experience in IT governance, risk management, and compliance.
• Experience working with auditors or in a second line of defense role, including audit support.
• Vendor relationship management and SLA compliance experience.
• Strong background in coordinating and conducting DR and BCP testing.
• Experience with cloud computing technology and delivery.
• Service Desk management experience.
• Deep understanding of ISO27001 and relevant standards.
• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Ability to manage multiple tasks and projects simultaneously.