IT Chapter Lead

5 months ago

London, United Kingdom ING Full time

Job Specification

Department Overview:
ING Wholesale Bank in the UK is a dynamic and challenging environment. The Information Technology department is accountable for IT services consumed not only by the UK but also other ING Wholesale Bank locations. The IT department consists of approximately 90 colleagues plus 3rd parties responsible for a range of services including Application Development and Maintenance, Service Desk and Workplace Services and Infrastructure Management. We operate according to a Scrum Agile delivery process and are passionate about developing our engineering capability to ensure our services are delivered efficiently and securely.

Main Duties and Responsibilities of Role:
The world has changed, and so has our business. We once operated our business 9-5 from our offices, now our colleagues are operating in a truly hybrid manner. Our technology platform has been transformed to facilitate this, and no more so than in the space of our Workplace Service Chapter. The UK & Middle-East Workplace Services Chapter manages our Digital Workplace. This includes our Microsoft Windows PC estate (now predominately laptop based), our collaboration platforms, meeting room technology and supporting infrastructure and our local support organisation including an outsourced local Service Desk.

Following an intense period of technology transformation, including migration to M365 services (Exchange Online, Teams, SharePoint Online) and Modern Management (Intune/Microsoft Endpoint Manager), our focus now is ensuring that we have a support organisation that meets the need of our diverse internal customers. Customers consisting of our Wholesale Banking colleagues, covering a range of corporate banking, capital and financial markets activities.

As Chapter Lead you will support your squad to deliver the final stage of our operating model transformation, a transformation that is focussed on service, and outcomes that deliver excellent digital experience. Chapter leadership at ING is hands on, you will split your time between, supporting, nurturing, and developing your squad. You will work alongside your product owner to ensure priorities are aligned to local UK and global Tech priorities, while also executing your own delivery activities. Since our Workplace Technology platforms are primarily delivered by our global service teams, this is not a purely technical role, more important are your capabilities around vendor & service management, your ability to understand and improve our customer journeys and your ability to help our business deliver on their objectives through allyship and partnership in their interactions with our technology platforms.

1. Chapter Leadership

a. Assessing and establishing continuous improvement of the capabilities, competencies and skills within the Workplace Services Chapter from both a Service Desk / Workplace IT perspective and from the perspective of maturing the adoption and practice of the ING One-Agile-Way-of-Working framework

b. Delivering the transition of our outsourced local Service Desk to a new vendor based on a user centric outcome based delivery model

c. Continuing to set a vision for the Chapter and adding definition to and maturing the role of the Chapter and its engineers

d. Day to day hierarchical line management of the colleagues in the IT Workplace Services Chapter, including management of leave, expenses etc. working closely in collaboration with the relevant squad(s)

e. Considering the squad purpose and objectives and ensuring aligned Chapter and engineer personal objectives are set, measured and formally reviewed

f. Ensuring focus on the well-being of colleagues within the Chapter

g. As Chapter Lead mentor the IT Workplace Services engineers

2. IT Workplace Services Engineering

Service Management, Governance and Maintenance

a. The general operation of the IT Workplace and Service Desk services on a day to day basis

b. Measurement, monitoring and analysis of service levels and key performance indicators (e.g. availability, performance etc.) with a focus on user experience

c. Ensuring an effective incident management process and service operations

d. Identification and resolution of service problems both as a result of service incidents and pro-actively

f. Ensuring regular service reviews with suppliers and supporting the monthly IT service forum, managing the operational day-to-day Service Delivery

g. Ensuring continuous review and improvement of IT Workplace and Service Desk services through measurement, stakeholder engagement, planning, prioritisation and delivery execution

h. Partake in major incident management rota

Risk and Security Management

a. Ensure IT Workplace and Service Desk services offerings are in line with industry standards and global ING best practices

b. Obtaining and creating evidence that demonstrates compliance to ING IS policies

c. Determine impact of new/changed ING standards and policies

d. Ensure that the necessa

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