Head of End User Services – EMEA recruitment
The holder of this position will be expected to work on two major axes:
Firstly develop and implement a strategy for integrating of user services across the region, focused on the tools and platforms defined by central GTS.
Secondly to develop and implement a strategy for optimising OPEX across the region on item including but not limited to call centre, desktop support, virtualisation, mail, application delivery and mobiles.
At all times, the incumbent will be expected to work to provide a best in class cost effective End User Support (EUS) service, within the framework of the Global Technology Services (GTS) strategy, governance principles aimed at the achievement of goal congruence with the business strategy - and service demands defined by SG globally.
To provide functional management of all teams across European countries integrated to GTS providing user support services.
Main responsibilities
• Service Provision
Define and implement the key performance indicators and processes for measuring and comparing performance of services provided to the business.
Put in place framework to ensure continuous review and improvement plan is adopted for the services against actual performance and KPIs.
• Staff Management
The incumbent will be working with Country CTO’s (CCTO) across the region to ensure staff are well managed in the disciplines of user support.
To support this the following is expected:
- All staff have job descriptions
- All staff have Personal Development Plans
- Appraisal process
- Succession planning for key personnel
You will maintain regular communication sessions using various means; ensure that key messages proliferate throughout the organisation.
- Business Liaison
Promote a partnership approach to service provision by participating in joint initiatives.
Definition of service requirements and cost parameters.
Implement information dissemination processes, to ensure that regular communication is exchanged with Key users and Support functions.
. Cost reporting
. Service provision Metrics
• Strategy and technical adherence
Incumbent will be expected to actively participate in the formulation of the GTS EUS strategy through membership of the EUS board. They are also responsible to ensure this strategy is developed for the region.
Ensure adherence to GTS standards and security guidelines through actively enforcing and incentivising compliance across teams and locations.
• GTS European Management
Manage European teams and actively contribute through membership of committees and workgroups.
Take ownership of initiatives, as requested by the Regional CTO (RCTO). The incumbent will also be expected to participate in topics that may not always directly relate to own area of responsibility.
• Financial Management
Working with the CCTO’s to ensure management of costs within agreed budgets and SLA parameters.
Where required implement the processes to monitor cost parameters and to highlight potential infringement of the cost tolerances
Participate in budget elaboration in collaboration with CCTOs, RCTO central GTS departments
- DELIVERABLES
Achieve transversal projects implementation: Central strategy solutions take effectively into account regional specificities and constraints.
Implement the new GTS Matrix End-User Services organisation
Manage to agreed budget
Ensure all EUS organisation of Integrated European countries are covering their end-user services by a service SLA.
Ensure local meetings are held with associated business units to discuss performance against SLA’s
Define metrics with peers and implement within UK End-User Services
Produce monthly performance metrics for both business and GTS European management
Maintain a close co-ordination with Paris End-User Services group in order to converge on common procedures and tools.
Contribute to guaranty global compliance coherence of GTS strategy (by being part of relevant central GTS ExCo)
- Managing RESG/GTS End-User Services in Region Europe
The Regional End-User Services manager is accountable for:
The transformation, strategy and transversal projects roll-out on EUS scope within the region (Contribution support mode to CCTOs for larger countries, Leading mode for smaller countries).
Allocating/Managing local resources based on the requirements of the agreed baseline
Assist in allocating resources for discretionary services
Ensuring delivery of all services within the agreed service levels and performance targets
- Direct/indirect reports
- Role is initially one of building so number of reports would increase over time.
- Initially UK EUS team of approx 35.
- Functional reporting line into Channel Islands Switzerland and Luxemburg managing a total of approx45 staff.
- Other locations to be integrated will have approx 100 personnel.
Degree of autonomy
Level of authority
To be able to operate without regular supervision
To be able to take/make operational decisions in regards to his functional scope.
Manage and operate good escalation process judgement (unbudgeted investment, launch/closure of projects, abnormal risks to clients…)
HUMAN RESOURCES
The recruitment of resources and internal mobility within the organisation.
Human Resources
- Defining Staffing levels
- Defining and setting objectives
- Setting or influencing Salaries/Bonuses
- Appraising and input to peer level 360 reviews
- Directing training requirements
Internal external contacts
Incumbent would be expected to ensure the management of relationships, pertaining to EUS, with:
- External:
- Service Suppliers
- Product Vendors
- Maintenance providers
- Internal:
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- Infrastructure peers (Global, International and Regional)
- CCTO’s
- Key business users
- End-user services personnel
Due to the nature of the role travel across the region will be required and extended stays in locations may be required.
CANDIDATE PROFILE
Education
- Degree level
Past experience
The successful candidate would be expected to have experience of many of the items:
- Strategic thinking
- Managed teams of 30 or more directly or virtually
- Understanding and appreciation of European organisations
- Understanding of User Support
- Leadership, coaching people management : Change Management, transition management
- Diversified experience in terms of banking businesses (IB, Retail, Asset management…)
- International experience
Languages
- Fluent English
- French – added advantage but not essential.
Technical skills
- Good working knowledge of mail, MS Word, Excel and Powerpoint.