Job Description

Role Purpose

The Executive Director, Head of Technology Service Management & Governance leads the Control pillar within the SRE operating model, responsible for establishing and governing enterprise technology service management processes across Group Technology.

This role ensures that key operational control processes—including change, problem, lifecycle governance, and service governance—are integrated end-to-end, eliminating gaps and fragmentation across the technology operating model. The function also embeds governance and control mechanisms directly into systems and workflows to ensure operational discipline, regulatory compliance, and efficient technology operations at scale.

The role serves as a critical control authority across Group Technology, partnering with engineering, operations, risk, and audit teams to ensure strong operational governance and resilience.

Key Responsibilities

Enterprise Technology Service Management Governance

•         Provide executive leadership for enterprise IT Service Management (ITSM) governance across Group Technology.

•         Oversee Enterprise Change Management and Enterprise Problem Management frameworks to ensure consistent control discipline.

•         Establish governance standards to ensure technology operations align with enterprise risk and regulatory expectations.

Control Integration and Process Architecture

•         Design and integrate operational control processes across SDLC, DR, EOS governance, change, problem, and service operations.

•         Ensure governance processes operate cohesively across the SRE Build, Control, and Operate model.

•         Eliminate process gaps, overlaps, and inefficiencies across technology operational controls.

SRE Tools Governance and Process Automation

•         Oversee governance and product ownership of SRE service management tools.

•         Ensure governance processes are embedded within systems and workflows to enforce policy and operational standards.

•         Drive automation and digitalisation of control processes to improve efficiency and reliability.

Operational Risk and Control Assurance

•         Partner with Risk, Audit, and Compliance teams to ensure strong control effectiveness and regulatory alignment.

•         Maintain operational governance frameworks that support technology resilience and risk management.

•         Lead continuous improvement initiatives to strengthen control maturity across technology operations.

Strategic Leadership and Stakeholder Engagement

•         Act as a senior advisor to technology leadership on service management governance and operational controls.

•         Collaborate closely with SRE Build and SRE Operate leaders to ensure integrated operating model execution.

•         Drive alignment across technology teams to ensure consistent governance and operational discipline across Group Technology.

Leadership Scope

•         Lead teams responsible for enterprise technology service management governance and operational process architecture.

•         Influence senior technology leaders across engineering, operations, and platform teams.

•         Drive cross-organisation adoption of governance frameworks and operational standards.

Experience & Qualifications

•         15+ years of experience in technology operations, service management, or technology governance.

•         Strong expertise in IT Service Management (ITSM), operational governance, and technology control frameworks.

•         Proven experience operating in large-scale enterprise or financial services environments.

•         Deep understanding of technology risk, operational resilience, and regulatory expectations.

•         Strong leadership, stakeholder management, and organisational influence capabilities.

Key Success Measures

•         Strong and consistent application of technology service management governance across Group Technology.

•         Integrated operational control processes with no gaps or duplication.

•         Effective governance embedded within technology platforms and operational workflows.

•         Improved operational resilience and reduced operational risk exposure.

Job Requirements