IT Service Delivery Manager

Job Title: IT Change Manager (Associate Vice President)Location: London (3 days on-site)Duration: 6 months (possibility for extension)Working Pattern: Full Time (40 hours per week)Join Our Dynamic Team!Are you an experienced IT Change Manager looking for an opportunity to make a significant impact in the banking and finance sector? Our client is on the hunt for a talented Associate Vice President to spearhead their IT change management initiatives. This role offers a unique chance to shape processes that drive operational excellence and compliance across the organisation.Purpose of the Role: As an IT Change Manager, you will lead the planning, coordination, and control of IT changes within the bank's technology landscape. Your expertise will ensure changes are executed with minimal risk and disruption, while adhering to internal controls and regulatory requirements.The IT Service Delivery team is a cornerstone of EMEA Technology, responsible for managing the processes and tools that enable the planning, delivery, and support of IT services. This function drives continuous improvement in IT Service Management (ITSM) practices, with a strong focus on Operational Resilience and compliance with DORA regulationsKey Skills:IT Service Management or Change Management roles.Proven track record in managing end-to-end change processes within complex IT environments.Experienced with regulatory compliance (SOX, PCI-DSS, GDPR, PRA/FCA, DORA, Operational Resilience) and audit readiness.Exposure to DevOps, CI/CD pipelines, and Agile delivery models.Strong understanding of IT infrastructure, applications, and cloud environments.Proficiency in ITSM tools (e.G. ServiceNow).Knowledge of risk assessment methodologies and impact analysis.Ability to interpret metrics and reporting dashboards for continuous improvement.Leadership and facilitation skills (e.G., chairing CAB meetings).Stakeholder management and communication skills for cross-functional collaboration.Analytical and problem-solving abilities for root cause analysis and process optimisation.Attention to detail for compliance and audit requirements. Key Responsibilities:Change Governance & ExecutionOwn and manage the end-to-end IT change management process including standard, emergency, and major changes to ensure controlled and efficient delivery of change initiatives.Chair Change Advisory Board (CAB) meetings to ensure all proposed changes are properly assessed, approved, and scheduled in alignment with business priorities.Collaborate with technical teams, business units, and risk/compliance functions to evaluate change impact and associated risks, enabling informed decision-making.Ensure changes are implemented within agreed change windows and operational readiness standards to minimize service disruption and maintain business continuity.Compliance & Risk ManagementEnsure all change activities comply with internal policies, audit requirements, and external regulatory standards (e.G., SOX, PCI-DSS, PRA/FCA) to maintain governance and avoid compliance breaches.Maintain accurate and auditable records of change requests, approvals, risk assessments, and implementation outcomes to provide full traceability and support regulatory and audit requirements.Monitor for unauthorized or failed changes and lead root cause analysis and remediation efforts to reduce risk exposure and prevent recurrence of incidents.Support internal and external audits by providing evidence of change governance and traceability to demonstrate compliance and strengthen organisational controls.Reporting & Continuous ImprovementTrack and report on change metrics, including volumes, success rates, failure trends, and SLA adherence to provide visibility and inform performance improvement initiatives.Identify opportunities to improve change processes, reduce risk, and enhance automation and efficiency to optimise change management practices and support digital transformation goals.Work closely with DevOps, Release Management, and Configuration Management teams to align change practices with Agile methodologies and CI/CD pipelines for faster, safer delivery Qualifications:Bachelor's degree in Information Technology, Computer Science, or a related field.ITIL® Certification (Intermediate or Expert level) with a focus on Change Management.Familiarity with COBIT® and other IT governance frameworks is a plus.Compliance-related certifications (e.G., ISO 27001 Lead Implementer, CISA) are highly desirable.If you're ready to take your career to the next level and lead impactful change in a reputable banking institution, we want to hear from you!Apply Today and Shape the Future of IT Change Management!Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. 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