Head of IT Service Management

**About the team**: If you are interested in building out a legacy in an opportunity of a lifetime to work within a post-merger environment then this could be the right role for you. As Head of IT Service Management, you will be a key component of the IT Service Delivery Leadershipteam, working alongside the Head of IT Service Operations. Collectively, the IT Service Delivery Leadership team contributes in designing and building a service centric IT function, from the ground up. We value diversity highly across all the teams within the group and keen to interview people from all backgrounds and genders. Even if you don't hit all of the criteria, we are still keen to hear from you. **About us**: OSB Group is a leading specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of fundingis provided by sophisticated securitisation platforms. OSB's unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia. **What you will be doing**: As the Head of IT Service Management, your responsibilities will include: - End-to-end delivery of half the ITIL Service Management ("ITSM") practices - including the processes, people and tools underpinning the following practices: IT Service Desk, Incident Management, Service Request Management, Problem Management, Identity &Access Management, \Change Management, Release Management, Service Catalogue Management, and Service Level Management. - Ensuring the coherent and effective design and operation of the processes, systems and people required to, deliver, support and improve IT Services. - Identifying workflow automation to reduce manual errors and enhance operational service utilising ServiceNow, working on storyboards to drive out requirements. - Ensuring that each IT Service has a Continual Service Improvement plan in place, in conjunction with Technical Management, third-party and IT Business Relationship stakeholders as applicable. - Line managing and coaching all direct reports across UK and India, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment. - Management of all ITSM-related risks and audit actions in conjunction with the IT Risk Management Team. **In return for your commitment**: We offer a base salary dependent on experience and a competitive benefits package including: - Discretionary annual bonus opportunity of up to 25% - 30 days annual leave plus bank holidays - Contributory pension (8% employer 5% employee) - Life Assurance (4x salary) plus Group Income Protection - Access to Private Medical Insurance and Medical Cash Plan - Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme **Could you be the one?** We are looking for talented individuals who have the experience and knowledge set out below: - Extensive experience operating multiple IT Service Management practices at an enterprise level is essential. - Experience of delivering leading IT Service Desk and IAM functions that comply with governance controls whilst excelling in service delivery. - Experience of implementing and designing ITSM tooling at enterprise level is essential - Experience of matrix management across technology towers is essential. - Practical knowledge of monitoring supplier performance and taking restorative action is desirable. - Experience of managing third-party contracts, working with professionals in other areas (e.g. Procurement, Legal) is essential. - Experience of managing a large team of IT professionals (both technically and governance-focussed) is essential. We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves. **What to do next** Alternatively, if you wish to have an informal and confidential chat about this role please contact us on - OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds._ - As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don't stop there though, we have broadened our approach to encourage diversity andinclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress. _ - Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishinga healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work._