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Head of IT Operations

1 month ago

London, Greater London, United Kingdom THEBES IT SOLUTIONS LIMITED Full time
Job Title: Head of IPC

Job Summary:

We are seeking a highly skilled and experienced professional to lead our Incident, Problem, and Change Management (IPC) team. As the Head of IPC, you will be responsible for overseeing the end-to-end IPC process, ensuring that all incidents are logged, prioritized, resolved, and reported in a timely manner.

Key Responsibilities:

  • Oversee the Incident Management process, ensuring that all incidents are logged, prioritized, resolved, and reported in a timely manner.
  • Act as the escalation point for major incidents, ensuring that all necessary resources are engaged to resolve issues swiftly.
  • Lead post-incident reviews and root cause analyses, driving the implementation of lessons learned to prevent recurrence.
  • Develop and maintain Incident Management policies, procedures, and performance metrics.
  • Establish and maintain a Problem Management process to identify, analyze, and resolve underlying issues that cause incidents.
  • Collaborate with cross-functional teams to perform root cause analyses and implement permanent fixes.
  • Maintain a Problem Management database, ensuring that known errors and workarounds are documented and communicated effectively.
  • Drive proactive problem management activities to prevent incidents from occurring.
  • Lead the Change Management process, ensuring that all IT changes are assessed, approved, and implemented with minimal disruption to services.
  • Chair the Change Advisory Board (CAB) meetings, facilitating the review and approval of high-impact changes.
  • Ensure proper communication and documentation of change activities, including risk assessments, back-out plans, and impact analyses.
  • Monitor and report on change success rates, identifying opportunities for process improvements.

Requirements:

  • 8-10 years of experience in IT Service Management.
  • At least 5 years in a leadership role focused on incident, problem, and change management.
  • Knowledge of investment banking/trade flows.
  • 5+ years working experience in an investment bank environment.
  • Strong understanding of ITSM frameworks and best practices.
  • Proactive and results-driven approach to managing complex IT environments.
  • Excellent leadership and people management skills.
  • Strong analytical and problem-solving abilities.
  • Effective communication and interpersonal skills.
  • Ability to work under pressure and manage multiple priorities.
  • ITIL Foundation Certification (v3 or v4) required; advanced ITIL certifications or related credentials (e.g., PMP, COBIT) are a plus.

About 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. We work with a number of leading vendors, Government, financial institutions, and insurance companies, including investment banks, brokers, and hedge funds.

We do 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 (i.e., quality service & solutions and ROI) rather than inputs (i.e., 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.