IT Service Delivery Operational Governance Manager - Vice President

SMBC: A trusted partner for the long term Here at SMBC Group, we want to help you find the next step in your career so read on to discover if this opportunity is the one for you. We like to recognise potential in our people, so we welcome your application even when your experience doesn’t perfectly align with the job description. Whilst we’ll always strive to be better, we’re proud of our inclusive culture, and encourage our applicants and colleagues to be their authentic, unique selves. Who we are United by a sense of purpose towards our customers – to be a trusted partner for the long-term – and our universal banking platform in EMEA, SMBC Group has an international growth agenda and award-winning products, meaning we provide exciting opportunities to work on a diverse range of projects and initiatives. We deliver a full suite of corporate finance products and solutions to our customers as well as investment banking and advisory services, and a range of innovative solutions in global capital markets. Read on to find out how you could enhance your skills and gain valuable experience, by joining us to support our clients transition to a sustainable future. Role Summary Is the next step in your career at SMBC Group EMEA? We’re looking for an IT Service Delivery Operational Governance Manager, Vice President, for our IT Service Delivery team. This role is responsible for the operational delivery, execution and continual improvement of the IT Service Delivery Governance function across EMEA Technology. Acting as support to the IT Service Delivery Governance Lead, the role ensures IT Service Management governance, operational resilience requirements, regulatory obligations, audit commitments and technology control frameworks are effectively implemented, monitored and embedded across the organisation. The role will focus on: Operational governance oversight across the 17 ITIL Service Management practices. Supporting governance over services linked to Important Business Services, Critical Important Functions, resilience, audit, regulatory remediation and control effectiveness. Producing governance reporting, management information, maturity assessments, KPIs, KRIs and assurance outputs for senior stakeholders and executive committees. We are looking for someone with: Strong IT Service Management governance experience within a complex, regulated technology environment. Knowledge of ITIL, COBIT, Operational Resilience, DORA, FCA, PRA, SOX and related technology control frameworks. Excellent stakeholder management, reporting, analytical and influencing skills, with the ability to challenge effectively and drive accountability across Technology teams. Business Area The Service Delivery function within SMBC Group EMEA Technology is responsible for supporting the controlled, resilient and effective delivery of technology services across the region. The function works closely with Technology teams, Operational Resilience, Risk, Cyber Security, Internal Audit, Compliance, Business stakeholders, third-party suppliers and intra-group service providers to ensure services are governed, measured and continuously improved. The IT Service Delivery Governance function plays a critical role in establishing, governing and assuring the service management processes, controls, standards and technologies used to deliver resilient IT services. As regulatory expectations continue to increase across Financial Services, the function helps ensure Technology can evidence effective governance, operational resilience, risk management, auditability and service control across the organisation. This role will also support the continued development of a Centre of Excellence for IT Service Delivery within EMEA Technology, helping to increase governance maturity, improve operational efficiency and support the organisation’s operational resilience journey. Position Description The IT Service Delivery Operational Governance Manager is responsible for the operational delivery and continual improvement of IT Service Delivery Governance across EMEA Technology. Acting as support to the IT Service Delivery Governance Lead, the role ensures IT Service Management (ITSM) controls, operational resilience requirements, regulatory obligations and governance standards are embedded and operating effectively. Working closely with Technology, Operational Resilience, Risk, Cyber Security, Internal Audit, Compliance and Business stakeholders, the role provides oversight of technology services to ensure they are delivered in a controlled, resilient, auditable and compliant manner. The role supports governance across regional, global, third-party and intra-group service providers and drives service management maturity in line with ITIL, COBIT and financial services regulatory expectations. Key Responsibilities Manage day-to-day IT Service Delivery Governance activities. Provide governance oversight across ITSM practices and associated controls. Support governance of services underpinning Important Business Services (IBS) and Critical Important Functions (CIF). Coordinate audit, regulatory, compliance and remediation activities. Produce KPI, KRI, control effectiveness and maturity reporting for senior stakeholders and governance forums. Drive standardisation, compliance and continual improvement of service management processes, policies and controls. Conduct governance reviews, assurance activities and maturity assessments. Promote service resilience, recoverability, auditability and stability. Provide constructive challenge and drive accountability for service management performance and compliance. Support governance transformation and maturity uplift initiatives. Governance Scope Oversight across: Incident & Major Incident Management Problem Management Change Enablement & Release Management Service Request Management Service Catalogue Management Service Level Management Availability Management Capacity & Performance Management Monitoring & Event Management IT Service Continuity Management Information Security Management Service Configuration Management IT Asset Management Knowledge Management Supplier Management Business Relationship Management Continual Improvement Knowledge, Skills & Experience Experience in IT Service Management, governance, operational resilience or technology control environments. Strong understanding of ITIL practices within complex enterprise organisations. Knowledge of financial services regulations including DORA, FCA/PRA Operational Resilience, ECB ICT expectations and SOX. Experience supporting audits, regulatory remediation and governance improvement programmes. Understanding of IBS, CIF, service continuity and resilience concepts. Strong analytical, reporting, stakeholder management and influencing skills. Experience working across regional, global, third-party and intra-group technology providers. Qualifications (Desirable) Degree in Information Technology, Computer Science or related discipline. ITIL v4 certification. COBIT certification. CISA, CRISC, CGEIT or equivalent governance/risk qualification. Lean Six Sigma, PRINCE2, MBCI or CBCI certifications beneficial. Competencies Customer Focus Driving Change Driving Results Embraces Diversity Enterprise Leadership Judgement and Decision Making Risk Management Strategic and Visionary Trust and Integrity What we offer For all the expertise and experience you bring to help us make a difference, it’s only sustainable if we support you to build your career and be your best self. We offer competitive company benefits centred around promoting positive wellbeing and work-life balance. We also believe in fostering a diverse and incl