Head of IT Client Services(Banking)

The Head of IT Client Services (Banking) will oversee the development and execution of strategies for IT Network, User Endpoint & Devices, and Database operations. This role aligns IT services with Group IT strategic plans to meet business needs, ensuring operational excellence and minimizing IT risks. It requires a deep understanding of technology, stakeholder relationship management, and a strong focus on security, business continuity, and operational excellence.

Responsibilities

• Leading network infrastructure, User Endpoint & Devices and Database build engineers, identifying opportunities for improvement, and continuously enhancing the infrastructure build and engineering services.
• Leading, developing, and mentoring the team to achieve high performance team, adhering to organizational SLA and KPI requirements.
• Collaborating with infrastructure dependency teams (networks, storage, cabling, hardware suppliers, server ops) to ensure project demands are captured and prioritized.
• Configuring hardware and software for end users, creating best-practice documentation and protocols, and disseminating them to the team.
• Lead resource for handling escalations of network infrastructure, User Endpoint & Devices and Database demands from projects, delegating appropriately, and ensuring proper follow-up and resolution.
• Assisting build engineers in troubleshooting network infrastructure, User Endpoint & Devices and Database issues.

Requirements:

• Minimum of 8 years of strong leadership and management skills, with a focus on career advancement and development for direct reports.
• In-depth understanding of commonly used concepts, practices, and procedures within banking infrastructure and ITIL processes.
• Deep understanding of networking protocols (TCP/IP, routing, switching), scripting languages (Python, Bash) and automation tools, security best practices, and compliance standards.
• Solid knowledge in AWS/Azure/Google networks (NATGW, IGW, VGW, TGW, CloudWAN, VPC peering and etc)
• Strong background in adhering to SLA requirements and mentoring others to achieve SLA goals within a helpdesk environment.
• Bachelors degree in engineering, Technology, Computer Science, Computer Engineering, or an equivalent discipline.
• Minimum 10 years of versatile experience in IT Application Operations, with a preference for candidates from financial institutions, though not mandatory.
• Proven experience in managing and implementing modern technologies, including Cloud infrastructure and services , API-driven architectures.
• Leadership & Communication: Ability to drive high accountability teams and communicate with all stakeholders effectively.
• Customer Focus: Commitment to delivering customer-centric IT services that meet business and customer needs.