IT Service Management Director

The Work We Do Teciem designs, builds, and delivers treasury and capital markets software solutions for financial institutions worldwide. We serve banks of every size and geography, offering the right setup for the right need. Our solutions are designed to replace multiple disconnected systems with one complete, front-to-back platform, helping customers to capture trading and business opportunities quickly, clearly and with control. We cover the entire trading lifecycle, ensuring that everything - from execution to position keeping, to risk management – runs smoothly. With decades of experience and one of the largest, most diverse client bases in the industry, we turn deep industry knowledge into software that covers most asset classes, meets complex real-world treasury and capital market's needs, and adapts as markets evolve.   
 Role Purpose   Owns the end-to-end IT service management framework across Incident, Request and Change Management, ensuring the Service Desk and underpinning ITSM processes deliver a consistently reliable service to the business. Accountable for operational readiness for Day 1 and sustained SLA performance thereafter.   Key Responsibilities   Own and continuously improve the Incident, Request and Change Management processes across Enterprise IT.   Lead the Service Desk function, ensuring resourcing, tooling and escalation paths meet agreed service levels.   Define and maintain ITSM standards,   workflows   and toolset configuration in line with industry best practice.   Chair the Change Advisory Board, balancing delivery velocity against operational risk.   Establish and report SLA and OLA performance, driving corrective action where targets are missed.   Lead major incident management, including communications, root cause analysis and lessons learned.   Coordinate with Technology Operations and Applications teams to ensure consistent incident and change practice across all towers.   Own problem management, ensuring recurring issues are   identified ,   tracked   and permanently resolved.   Define and   validate   service management readiness criteria ahead of Day 1 cutover.   Own the service catalogue and ensure it reflects current business-facing services.   Manage the relationship with the Service Desk supplier, including contract performance reviews.   Key Accountabilities   Accountable for the overall health and performance of the Incident, Request and Change Management processes.   Accountable for Service Desk performance against agreed SLAs.   Accountable for the integrity and accuracy of the ITSM toolset and associated data.   Accountable for service management readiness at Day 1 cutover.   Essential Skills & Experience   Substantial experience leading IT Service Management functions within a large enterprise environment.   Demonstrable   track record   of running Incident, Request and Change Management at scale.   Strong command of ITIL…