Connecting Talent to opportunity

Connecting Talent to opportunity

Head of IT Business Services, Customer Services Group (CSG)


Job Description:

  Head of IT Business Services, CSG (Customer Services Group) is a pivotal new role leading a technology department to deliver business centred digital transformation at pace.

Reporting in to the CIO for CSG, this role will work at the intersection of strategy, technology, delivery and stakeholder management.

Key responsibilities:

• Establishing and maintaining excellent relationships with the senior business executive management team(s) to ensure technology change is business-led.

• Working in partnership with the CSG and Transformation Leadership teams to build a business and technology strategy for our customers and employees.

• Management of technical teams within a matrix environment, that initiates and delivers technically innovative transformation within a complex IT environment.

• Being the face of IT on business senior leadership teams and accountable for providing technology consultancy and understanding of current and future business technology demand and its impact on the existing technology landscape.

• Deep understanding of current, future and possible IT services. Effectively translating between technical and business concepts to enable the development and execution of business transformation programmes and strategic plans.

• Executing plans and roadmaps around the strategy to deliver a large-scale technology transformation.

• Fully understand the business’ strategic aims, motivations and concerns to be able to provide the strongest IT function for them and ensure all transformation is ultimately with the business in mind.

• Understanding and articulating the digital potential to the business in an exciting and passionate manner.

• Ownership of all the Commercial and Procurement within this space.

• Drive enterprise led transformation, with the ability to demonstrate how technology can enable ambition.

• Executing plans and roadmaps around the strategy to deliver a large-scale technology transformation.

• Overall responsibility for the delivery of multiple technology solutions across large programmes and agile teams - being accountable for resourcing, management, reporting and coordination.

• Driving organisational change and alignment, partnering cross-functionally with business leaders.

• Delivering transformation at pace; navigating through challenges, a complex environment and ambiguity to achieve significant improvements for the business.

• End-to-end IT service management and optimisation across matrixed teams.

• Ensuring that security, compliance and other governance requirements are built into the core of any new/changed services and conform with over-arching security, risk and governance frameworks and standards.

• Leading and inspiring multi-disciplinary digital and technology teams and suppliers.

• Adopting a portfolio view to run end-to-end services which will include multiple products and channels operating at scale and providing the connection between multidisciplinary business areas and stakeholders.

• Tracking emerging technologies and business fit through participation in industry forums and consortiums to represent business interests and set standards/practices.

Responsibilities Person Specification:

The successful candidate will be an excellent technology leader with extensive experience of developing senior business relationships and a consistent track record of delivering technology programme transformation within, a large scale complex IT and digital environment.


• Demonstrable experience of success through inspirational leadership, with a proven track record of delivering extraordinary service / programme delivery performance and attracting and integrating new people / team
• Experience of managing technical teams and a proven track record of building team capability in a matrix environment. This includes initiating and delivering change, engendering a common culture, collaborative team working, and developing leadership and management capability to deliver sustainable performance
• Senior stakeholder and relationship management, working with diverse groups and users, winning hearts and minds and educating users. Understanding their priorities, concerns and drivers

Business Strategy and Transformation

• Significant experience of technically innovative business transformation in complex technology / business operational service delivery, or technical programme management to deliver innovative and cutting-edge solutions
• Experience of embedding cultural change and aligning this to technology services to deliver business strategic and operational demands utilising well-defined, consistent processes
• Demonstrable experience of creating business strategy for best in breed customer service. Proven ability to work with multi-disciplined
• Business Directors / senior stakeholders and influence strategy through passionately articulating transformation concepts to inspire and educate

Technical Knowledge

• Excellent knowledge and understanding of end-to-end business service development and implementation. Solid experience of agile and iterative ways of working, and building business analysis capabilities
• An understanding of strategic issues and ability to be an authority on business services development life-cycle and typical problems associated with the implementation of technology solutions, from initial concept through programme development and implementation to service operation and support
• Experience of enterprise-level digitally enabled and technically innovative business transformation in complex technology / business operational service delivery.

Commercial Awareness

• Sound commercial awareness & tangible experience of supplier management and developing senior relationships with technology service providers to deliver cost-effective end-to-end business services
• Deep business knowledge and technical experience of commercial and procurement processes, including implementing contracts management processes and solutions, and of developing senior commercial and procurement relationships within large-scale and complex organisation

Essential Technical Knowledge:
• Artificial Intelligence and machine learning
• Digital
• Multi-channel technology
• Cloud strategy execution
• API and micro services architectures
• IT legacy estate transformation.

Desirable Technical Knowledge:
• Data Insight and Analytics
• Integration robotics and automation (RPA)
• Payment Technologies