An exceptional opportunity has arisen for a Senior Service Delivery to join a rapidly expanding start-up bank. This is a hands-on, strategic role, perfect for a leader with a proven record in smaller, high-growth environments, who thrives in building incident and problem management frameworks that support scalability, resilience, and high service standards from the ground up. As part of the senior team, you will shape IT Service Management (ITSM) and operational processes, ensuring they evolve with the bank’s rapid growth.
Key Responsibilities:
Design and Implement Incident and Problem Management Framework: Build a scalable incident and problem management strategy tailored to the unique needs of a start-up bank. The framework should focus on rapid issue identification, triage, and resolution, minimizing downtime and supporting a seamless customer experience. This will include structured root cause analysis, trend monitoring, and preventative measures to address recurrent issues as the bank scales.
Lead Major Incident Protocols: Establish efficient protocols for managing major incidents, with a focus on swift triage, prioritized escalation, and stakeholder communication. Ensure 24x7 incident response coverage through internal or external teams, maintaining SLA standards and ensuring transparency in incident handling.
Foster Accountability and Drive Continuous Improvement: Lead structured incident reviews, focusing on continuous improvem...