What are the responsibilities and job description for the Head of IT Service Operations position at Valley Bank?
Responsibilities include but are not limited to :
- Foster a collaborative and high-performance team environment by providing strategic direction and oversight of the NOC to ensure 24 / 7 monitoring and performance enhancements of the organization's network, infrastructure, applications, security, and continuous integrations to existing tools sets and processes.
- Evolve a monitoring function to become a more proactive, business aware command center capable of continuous improvement, event correlation, automation and shift left opportunities.
- Accountable for overall development of OKRs, KPIs and other key indicators related to holistic IT service health to ensure strategic alignment to enterprise goals.
- Oversee the design, implementation, and optimization of the ITSM framework, based on ITIL best practices to include development of service delivery metrics to identify areas for improvement, implement corrective actions as necessary, gain insight on added value through IT services
- Lead the continuous improvement of key ITSM processes, such as Incident Management, Problem Management, Change Management, Configuration Management, Service Request Fulfillment, and Service Level Management and ensuring seamless integration with other IT systems (e.g., CMDB, monitoring tools).
- Effective collaboration with three lines of defense across Infosec, Enterprise risk, Audit and external regulatory agencies ensuring compliance with risk and regulatory standards.
- Lead regular service reviews with key stakeholders and facilitate communication between IT, business users, and third-party service providers to evaluate service effectiveness, performance, issues and challenges aiming to improve overall quality of delivery :
Continuously align the contracted service levels with changing requirements of the business unit
