Senior Technical Operations Specialist
Senior Technical Operations Specialist
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Job Description
Job Description
JOB DESCRIPTION
Job Title: Senior Specialist Tech Operations
Date Written: May 2025
Location: London UK
Mandate
A hybrid role covering aspects of Service Delivery Incident Management Change Management and Vendor Management.
Responsible forcoordination of incident management communication both within the UK and Europe focusing on DORA (Digital Operational resilience Act) regulatory requirements.
Manage vendor relationships and onboarding together with contract and price negotiations to ensure best value for BMO.
Produce timely management status reports showing incidents changes and SLAs on core systems.
Manage an administrative team who are responsible for the timely ordering and invoice payment for a range of IT services.
This is very much a hybrid role covering aspects of Service Delivery Incident Management Change Management and Vendor Management.
The Service Delivery manager will ensure the smooth delivery of a range of IT services to BMO Capital Markets in Europe; it will ostensibly be a coordination role across incident change and vendor management.
The role will monitor the communication of incidents to the business and core stake holders ensuring that regional incidents are managed in a time efficient manner. Incident management per se is driven from the North America office. A key aspect will be the reporting of all regional incidents to senior management on a monthly basis making a note of all incidents that have an impact for DORA (Digital Operational Resilience Act) and ensuring these are noted accordingly. On a monthly basis status reports will be produced and sent out to members of the senior management team in both the UK and Ireland.
The candidate will also chair a weekly local change meeting to discuss upcoming scheduled changes and to circulate the change report to relevant parties.
A major part of the role is the endtoend vendor management. As part of the vendor management piece this role will manage a team of two administrators who will be responsible for the ordering and delivery of IT equipment together with the timely payment of IT invoices. Vendor management will include the onboarding of new vendors the negotiation of contracts and the regular review of key suppliers.
Knowledge and Skills
- Five to seven years incident management experience
- Indepth knowledge of ITIL processes
- Excellent written and verbal communication skills
- Good understanding of change management process within an IT area
- Ability to work across teams in a collaborative manner.
Key Accountabilities
- Management of two London based administrators
- Responsible for ordering and invoice payment
- Coordination of incident management
- Tracking of DORA related incidents
- Production of monthly incident management report
- Production monthly and quarterly status reports
- Ongoing vendor management
- Onboard new suppliers/vendors
- Regular review with existing suppliers
- Contract negotiation for IT services
- Chair review of weekly IT changes affecting Europe and produce weekly change report.
Working Conditions
This role operates within a hybrid working environment which entails balancing meaningful time spent in the office for collaboration and connection with teams based on the expectations of your business group and role along with time spent working remotely.
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Required Experience:
Senior IC
Employment Type
Full-Time
