Description
Role Context
This role reports into the Head of OT, IoT and Edge supporting the Real Estate Services (RES) business which is focused on Workspace XP & Operations, Construction Management, Portfolio Management, ESG and Workplace Safety which includes the Operational Technology space. Markets are comprised of a mix of Head office buildings including the Group Headquarters, Data Centers, Sensitive, Commercial and Retail premises and local and regional contingency/recovery sites.
Role Purpose
An xp'd and strategic Service Manager to lead a joint operations function supporting both Operational Technology (OT) and Enterprise IT services within a complex global banking environment. The role is accountable for ensuring resilient, secure, and well-governed technology operations aligned to regulatory expectations, operational resilience objectives, and enterprise risk management standards.
This position will lead service governance, operational controls, incident management, and risk oversight across critical infrastructure environments, acting as a snr interface between technology, cybersecurity, operations, risk, audit, and business stakeholders.
The successful candidate will combine deep expertise in service management and operational controls with strong leadership capability to drive service excellence, regulatory compliance, and continuous operational improvement across globally distributed teams
In this role, you will:
Service Management & Operational Oversight
• Lead ITIL-aligned service management practices across OT and IT operational environments, including:
o Incident Management
o Problem Management
o Change Management
o Service Request Management
o Service Level Management
• Ensure technology services are delivered with high availability, stability, and operational effectiveness while minimizing service disruption and control failures.
• Drive proactive service improvement initiatives through trend analysis, root cause remediation, automation, and operational optimization.
• Manage major incident governance, escalation management, and executive communications during high-severity outages or operational events.
• Establish and monitor operational KPIs, SLAs, OLAs, and service health metrics to ensure transparency and accountability.
Risk & Control Management
• Oversee and embed the Non-Financial Risk Management (NFR) framework across the First Line of Defense (1LoD).
• Ensure robust operational controls are implemented, documented, tested, and continuously improved across technology operations.
• Partner with Risk, Compliance, Cybersecurity, and Control functions to maintain effective governance and risk mitigation practices.
• Drive adherence to internal policy standards, regulatory requirements, and enterprise control frameworks.
• Identify, assess, and manage operational risks impacting critical technology services and infrastructure.
Operational Resilience & Continuity
• Ensure resilience capabilities are embedded across OT and IT operational processes, including recovery planning, failover testing, dependency mapping, and continuity governance.
• Manage risks associated with third-party vendors, managed service providers, and external technology dependencies.
• Support crisis management, disaster recovery exercises, and resilience testing activities.
Leadership & Stakeholder Management
• Lead and develop high-performing global operations and service management teams across multiple regions and disciplines.
• Foster a culture of accountability, continuous improvement, collaboration, and operational excellence.
• Drive cross-functional collaboration across Infrastructure, Cybersecurity, Engineering, Risk, and Business Operations teams.
• Lead large-scale transformation and modernization initiatives impacting technology operations and service delivery.
To be successful in this role, you should meet the following requirements:
SKILLS/COMPETENCIES
XP
• 10-15+ years of progressive leadership XP in:
o Technology Service Management
o IT Operations
o Operational Risk & Controls
o Infrastructure Operations
o Technology Governance
• Proven XP within a large multinational financial institution or highly regulated environment.
• Demonstrated XP managing complex global operational environments supporting critical enterprise infrastructure and services.
• XP supporting both Operational Technology (OT) and Enterprise IT environments is highly desirable.
Technical & Framework Expertise
• Strong working knowledge of:
o ITIL Service Management practices
o Non-Financial Risk Management frameworks
o Operational resilience principles
o Technology control frameworks
o Regulatory and audit governance processes
• Understanding of infrastructure operations including networks, cloud, platforms, cybersecurity, and operational support models.
• Familiarity with financial sector regulatory expectations relating to operational resilience, technology risk, and third-party governance.
Leadership & Communication Skills
• Proven ability to lead high-performing global teams in fast-paced, complex environments.
• Strong stakeholder management and influencing capability.
• XP leading large-scale operational transformation and service improvement programs.
• Excellent analytical, governance, reporting, and communication skills with the ability to present complex operational issues to snr leadership.
• Strong decision-making capability under pressure during major incidents or operational disruptions.
Preferred Qualifications
• ITIL Certification (v3/v4)
• Risk or governance certifications preferred
• XP in regulated banking or critical infrastructure sectors
Skills
Job Title: IT Service Manager - OpsRes, Risk & Controls
Location: Sheffield, UK
Rate/Salary: - GBP Daily
Job Type: Contract
Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands.