The Company is seeking a VP for Incident and Problem Management within its Technology Group. The successful candidate will be a seasoned IT Service Management professional with a strong background in Incident and Problem Management, particularly in alignment with ITIL 4 standards. This role is pivotal in ensuring the reliability and excellence of technology services, with a focus on the full incident lifecycle, from detection to resolution, and on driving continuous improvement through effective problem management practices. The VP will be responsible for managing the Incident Management space, overseeing the process, and serving as the escalation point for high-impact incidents. In addition, the role involves leading the Problem Management function, performing Root Cause Analysis, and working with cross-functional teams to implement permanent fixes and preventive measures. Applicants for the VP position should have a minimum of 6 years' experience in IT Service Management, with a preference for those who have worked in the Financial Services Industry. The role requires a candidate who is passionate about service reliability, operational excellence, and continuous improvement. Key responsibilities include training and supporting team members, partnering with the ServiceNow team to enhance the ITSM Problem Management module, and conducting lessons learned sessions to strengthen prevention and response strategies. The ideal candidate will be adept at collaborating with cross-functional teams, and be committed to the values of prudence, respect, integrity, merit, and excellence that guide the company's decision-making.

Hiring Company

GIC