Head of IT Service Delivery

Do you want to be part of a force for good, helping to make life better for customers & society in the moments that matter? At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focus on commercial lending, and specialist residential mortgage markets. The company is unique in that it is 79% owned by the Hodge Foundation, a charity established in 1962 that awards grants to registered charities and is funded by the profits from Hodge.

For over 50 years, we’ve shared the same simple mission: to really make a positive difference for our customers and communities. This ethos is in our DNA, as we are 79% owned by a charity, the Hodge Foundation.

The purpose of this role is to ensure that day to day IT service delivery meets customer needs, to ensure the continuous, seamless and efficient delivery of new services or changes to existing services. The role will also have the purpose of partnering with the business to ensure these practices deliver the maximum amount of value possible.

Key responsibilities will include:

• Provide leadership, ownership and accountability for all aspects of IT Service Management, adapting and adopting best practice (ITIL).
• Have a product mindset, with a deep respect for and understanding of the value of user feedback and needs.
• Be an advocate for the improvement of diversity, inclusion and belonging in the technical community with a passion to make this part of the culture.
• Build an ethos of Continuous Service Improvement across all functions.
• Lead, guide and manage teams with varied technical competency.
• Own and champion a positive change culture managing the change advisory board (CAB).
• Produce monthly Management Information packs and the Service Delivery, Security and Risk (SDSR) board.
• Work closely with our financial partner to forecast and manage finances to operate within budget for resourcing and operations.

What we need from you:

• Experienced within an IT Service Management / Service Design / Transformation role.
• Hands on management if IT General Controls – including supporting external audit. Must be able to demonstrate that they had an effective control environment.
• ITIL implementation.
• Service desk system replacement.
• Solid understanding of infrastructure.
• Exposure to cyber risk.
• Management of risk and control frameworks.
• Hands on experience running a service team in a financial services or other highly regulated environment.
• Experience of working in a highly regulated environment
• Educated to degree standard or equivalent or ILM (technology based qualification)
• Self-motivated, accountable and results orientated.
• A Structured thinker and possess good communication skills.

In return we offer:

• Based in Cardiff City Centre or remote operating in a highly flexible Hybrid workspace.
• Private Medical & Health Insurance
• 28 days Holiday with the option to buy more.
• Subsidised Gym Membership.
• Extensive learning and development programme
• Generous, personalised benefits package
• Company pension contribution up to 15%
• 4 days on top of annual leave for community and charity work
• Flexible working options

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.