Head of IT Service and Performance

We are seeking an experienced Head of IT Service and Performance to lead the definition governance and performance management of Technology services across FNZ. You will be accountable for defining the Technology services offered to internal stakeholders establishing and maintaining a clear service catalogue and setting measurable service expectations through SLAs OLAs and KPIs.

You will own the design and operation of service performance reporting and governance ensuring that service quality stability and customer experience are transparent and well managed. The role provides oversight of core ITIL processes (such as Incident Problem Change and Request Management) which are operated by other Technology teams. You will not directly own or run these processes but you will set expectations monitor performance and work with process and platform owners to drive continuous improvement.

You will play a key role in interfacing with internal service recipients including Intra-Group Agreement (IGA) Committees and other governance forums ensuring that service performance risks and improvement plans are clearly articulated. You will collaborate closely with Technology leadership operational teams and business stakeholders to ensure that services are well defined well governed and aligned with FNZs strategic and regulatory obligations.

Service Definition & Catalogue Management

• Define and maintain the Technology service catalogue including clear descriptions ownership service levels and support models.

• Work with Technology and business stakeholders to ensure services are aligned to business capabilities and contractual obligations (including IGAs).

• Ensure that new and changed services are defined and documented consistently as they move through the delivery lifecycle.

Service Performance KPIs & Reporting

• Define the KPI and metric framework for Technology services covering availability reliability responsiveness quality and customer experience.

• Design and own mature reporting views (dashboards scorecards executive packs) that provide a clear and accurate view of service performance and trends.

• Own and manage the service performance and reporting calendar including monthly quarterly and ad-hoc reporting cycles.

• Produce and coordinate service performance reports for internal stakeholders and governance forums including Intra-Group Agreement Committees.

• Use data and insight from KPIs and other metrics to identify risks issues and opportunities for improvement.

ITIL Process Oversight & Governance

• Provide oversight of core ITIL processes (Incident Problem Change Request Knowledge etc.) operated within Technology pillars.

• Define standards policies and guardrails for ITSM processes and ensure they are applied consistently across regions and teams.

• Monitor the effectiveness of ITSM processes through agreed KPIs and controls and work with process owners to address gaps and drive continual improvement.

• Ensure that ITSM processes support contractual and regulatory requirements including reporting obligations linked to IGAs and other internal agreements.

Service Governance Risk & Compliance

• Establish and run service governance forums (e.g. service reviews performance reviews) with Technology and business stakeholders.

• Ensure that service risks issues and dependencies are clearly recorded owned and addressed with appropriate escalation where required.

• Contribute to the design and operation of controls related to Technology service performance and reporting including audit and regulatory responses where relevant.

Stakeholder Management & Internal Customer Engagement

• Act as a primary point of contact for internal service recipients for service performance and reporting topics.

• Support Intra-Group Agreement Committees and other internal governance bodies by providing service information insight and recommendations.

• Build strong relationships with senior stakeholders in Technology and the wider business ensuring clear expectations and constructive dialogue on service performance.

Tooling Data & Analytics

• Work with platform and data teams to ensure that ITSM tooling monitoring and observability platforms provide the data needed for service performance management.

• Drive the quality and integrity of service data (including service catalogue CMDB and knowledge base) to support meaningful reporting and decision-making.

• Champion the use of data and analytics to understand service behaviour anticipate issues and prioritise improvement activity.

People Leadership & Collaboration

• Lead and develop a team focused on service performance reporting and governance.

• Promote collaboration between ITSM process owners operations delivery security and business teams to ensure end-to-end service focus.

• Act as a visible advocate for service excellence and data-driven decision-making across Technology.

Requirements

• Significant experience in IT service management service performance or service governance roles within large complex organisations preferably in financial services or other highly regulated industries.

• Demonstrable experience defining and managing Technology service catalogues SLAs/OLAs KPIs and service reporting frameworks.

• Strong understanding of ITIL and ITSM best practices with experience overseeing (rather than necessarily operating) Incident Problem Change and Request Management processes.

• Proven ability to design and operate service reporting and governance including dashboards and executive-level packs and to use data to drive performance improvement.

• Experience working with ITSM and monitoring/observability toolsets and leveraging them for service insight.

• Strong stakeholder management and communication skills with experience engaging senior technology and business stakeholders and representing service performance in formal governance forums (e.g. committees boards).

• Experience operating in multi-region or multi-entity environments and coordinating across different teams and operating models.

• Excellent spoken and written English.

FNZs Culture

Our culture is what drives us. Its at the heart of who we are and everything we do. Its what inspires excites and moves us forward. Our ambition is to create a culture for growth one that opens up limitless opportunities for our employees customers and the wider world. At FNZ we know that great impact is only possible with great teamwork.

Thats why we value the strength and diversity of thought in our global team.

The FNZ Way is the cornerstone of what we do. It is comprised of four values that set the standard for how everyone at FNZ interacts with each other with our customers and with all our diverse stakeholders around the world.

Customer obsessed for the long-term Think big and make an impact Act now and own it all the way Challenge commit and win together

Read more about The FNZ Way and our values: from day one you will work alongside exceptional multicultural teams - experts in their respective fields - who will inspire and challenge you to make your greatest impact.

At FNZ we recognise that diversity equity and inclusion are important factors contributing to our success. We embrace the unique perspective and capabilities of our current and future employees which will help us continue to drive innovation and achieve our business goals. Recruitment decisions at FNZ are made in a non-discriminatory manner without regard to gender ethnicity/race faith age nationality gender identity sexual orientation marital status socio-economic background disability or military veteran status where all applicants and employees are valued and respected.

In addition we want to ensure accessibility needs are well supported if you require specific support please advise us.

About FNZ

FNZ is committed to opening up wealth so that everyone everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry but complexity holds firms back.

We created wealths growth platform to help. We provide a global end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with the worlds leading financial institutions with over US$2.2 trillion in assets on platform (AoP).

Together with our clients we empower nearly 30 million people across all wealth segments to invest in their future.