Senior Associate Director, Technology Management

Establish clear incident command, ownership, communications and escalation paths. Ensure incidents are assessed, prioritized, progressed and resolved in line with agreed service management processes and service-level expectations. Coordinate effective handovers between other global operating regions. Provide concise, timely and accurate updates to stakeholders throughout the incident lifecycle. Support post-incident reviews, ensuring root-cause analysis, lessons learned and remedial actions are completed. Work with Change Advisory Boards, Change owners and technical teams to ensure changes meet required governance standards. Support the development, implementation and continuous improvement of ITSM processes, standards and controls. Ensure service management activities are appropriately documented, evidenced and aligned with internal risk and compliance requirements. Prepare management information, risk reporting and service performance insights for regional and global stakeholders. Contribute to operational resilience, service continuity and control improvement initiatives. Improved incident resolution, recurrence and post-incident action performance. Improved service stability, operational resilience and stakeholder satisfaction. Significant experience in IT service management, service operations or technology risk and control environments. Proven experience leading major incident management in a complex, enterprise or regulated organisation. Practical experience with change management, change assurance and ITSM governance. Strong understanding of ITIL principles and service management best practice; ITIL certification is desirable. Experience working with global, virtual and cross-functional teams. Strong stakeholder management and communication skills, including the ability to engage senior leaders during high-pressure situations. Ability to assess operational risk, prioritise competing demands and make clear, timely decisions. Experience producing service metrics, risk reporting, control evidence and management information. Strong organisational skills, with a disciplined approach to action tracking and governance. Ability to work primarily within regional operating hours, with occasional flexibility for significant global incidents or governance activities. ITIL 4 Foundation or higher. Experience with recognized ITSM platforms such as ServiceNow or equivalent. Experience in financial services, banking or another highly regulated industry. Knowledge of operational resilience, technology risk, audit and regulatory control frameworks. Experience leading post-incident reviews and service improvement programmes. Familiarity with Agile, DevOps or technology delivery models. Incident leadership: Calm, decisive and structured under pressure. Risk-based judgement: Able to balance delivery needs with control, resilience and compliance obligations. Collaboration: Builds effective relationships across teams, regions and organisational boundaries. Communication: Provides clear, audience-appropriate updates and escalations. Accountability: Owns outcomes, follows through on actions and makes responsibilities explicit. Continuous improvement: Uses data, trends and lessons learned to improve services and controls. Influence: Gains commitment without relying solely on formal authority.