Job Description

Key Essential Skills:

8-10 years of experience in IT Service Management,

At least 5 years in a leadership role focused on incident, problem, and change management.

Knowledge of investment banking/trade flows.

5+ years working experience in an investment bank environment

Strong understanding of ITSM frameworks and best practices.

Proactive and results-driven approach to managing complex IT environments.

Excellent leadership and people management skills.

Strong analytical and problem-solving abilities.

Effective communication and interpersonal skills.

Ability to work under pressure and manage multiple priorities.

ITIL Foundation Certification (v3 or v4) required; advanced ITIL certifications or related credentials (e.g., PMP, COBIT) are a plus.

Overview:

We are seeking an individual that is hard working, has an enthusiasm to succeed, is a team player and has very good communication skills. The Head of Incident, Problem, and Change Management is a senior leadership role responsible for overseeing the processes that ensure the IT infrastructure operates smoothly and efficiently. This position plays a critical role in minimizing the impact of incidents, resolving underlying problems, and managing changes to IT services. The role demands a blend of strategic oversight and hands-on leadership to drive continuous improvement and ensure alignment with business objectives.

Role & Responsibilities:

Incident Management:

Oversee the end-to-end Incident Management process, ensuring that all incidents are logged, prioritized, resolved, and reported in a timely manner.

Act as the escalation point for major incidents, ensuring that all necessary resources are engaged to resolve issues swiftly.

Lead post-incident reviews and root cause analyses, driving the implementation of lessons learned to prevent recurrence.

Develop and maintain Incident Management policies, procedures, and performance metrics.

Problem Management:

Establish and maintain a Problem Management process to identify, analyze, and resolve underlying issues that cause incidents.

Collaborate with cross-functional teams to perform root cause analyses and implement permanent fixes.

Maintain a Problem Management database, ensuring that known errors and workarounds are documented and communicated effectively.

Drive proactive problem management activities to prevent incidents from occurring.

Change Management:

Lead the Change Management process, ensuring that all IT changes are assessed, approved, and implemented with minimal disruption to services.

Chair the Change Advisory Board (CAB) meetings, facilitating the review and approval of high-impact changes.

Ensure proper communication and documentation of change activities, including risk assessments, back-out plans, and impact analyses.

Monitor and report on change success rates, identifying opportunities for process improvements.

Leadership & Team Management:

Manage, mentor, and develop a team of incident, problem, and change management professionals.

Foster a culture of continuous improvement, collaboration, and accountability within the team.

Ensure that team members have the necessary skills, training, and tools to perform their roles effectively.

Continuous Improvement & Reporting:

Develop and track key performance indicators (KPIs) to measure the effectiveness of incident, problem, and change management processes.

Regularly report on process performance to senior management, highlighting trends, risks, and opportunities for improvement.

Collaborate with other IT leaders to integrate incident, problem, and change management processes with broader IT service management (ITSM) initiatives.

Drive process automation and the adoption of ITSM tools to enhance efficiency and accuracy.

Stakeholder Management:

Build and maintain strong relationships with internal and external stakeholders, including business units, IT teams, and third-party vendors.

Act as a trusted advisor to the business, providing guidance on managing incidents, problems, and changes in line with best practices and organizational priorities.

Ensure that all stakeholders are informed and engaged in incident, problem, and change management activities.

Outline Thebes Group:

Thebes Group is a leading UK wide IT infrastructure technology consultancy. We are well-known for our extensive talent pool of highly competent IT professionals and exclusive Academy programmes, which provide a great opportunity to undertake technical training in core disciplines. Thebes work with a number of leading vendors, Government, financial institutions and insurance companies including investment banks, brokers and hedge funds. To see our list of core capabilities please click here.

Thebes does IT solutions & services differently from most other IT service providers. As an Assured Outcome Provider (AOP) we have spent fifteen years willingly sharing the client’s risk with them by focusing on outputs (i.e. quality service & solutions and ROI) rather than inputs (i.e. pricelists and headcount). We do this by fitting our skills, solutions & capabilities to needs, augmenting our staff with enthusiastic professionals from our Academy programme and remaining flexible as our clients’ needs change.

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