Head of Information Technology Operations

About the role

As Head of Information Technology Operations you will be responsible for the bank’s production infrastructure and the overall IT service management function. In a highly regulated environment you will ensure that all technology services are secure, available, resilient and compliant, supporting the bank’s rapid growth.

Key responsibilities

• Own the production infrastructure – servers, networks, cloud and on‑premise environments – including architecture and capacity planning.
• Lead IT Service Management processes (incident, problem, change) following ITIL best practices.
• Establish on‑call, escalation and major‑incident procedures and maintain system reliability through monitoring, alerting and disaster‑recovery testing.
• Implement and oversee security controls such as patch management, vulnerability management, access controls and infrastructure hardening.
• Ensure compliance with banking and ICT‑risk regulations (e.g., DORA) and coordinate audit and regulator interactions.
• Manage relationships with data‑centre, cloud, software and licensing vendors, monitoring service levels and commercial terms.
• Oversee end‑user services including help‑desk, workplace technology, device management and employee support.
• Define and track operational performance using SLAs, KPIs and other metrics, and drive continuous improvement of processes and documentation.

Required profile

• Proven leadership experience in IT infrastructure and operations, preferably within banking, financial services, FinTech or other highly regulated sectors.
• Deep understanding of regulatory and audit requirements for IT in the financial industry.
• Strong stakeholder management skills, able to work with engineering, security, risk, compliance and business teams.

Required skills

• IT infrastructure management (servers, networks, cloud, on‑premise).
• IT Service Management (ITSM) and ITIL processes.
• Incident, problem and change management.
• Monitoring, alerting and disaster‑recovery planning.
• Patch management, vulnerability management and access‑control implementation.
• Infrastructure hardening and security controls.
• Vendor management and service‑level monitoring.
• Help‑desk and end‑user device management.