Head of IT Service Operations

  • Zopa
  • London, United Kingdom
  • Nov 12, 2017
Full time Information Technology

Job Description

At Zopa, we’re shaping the future of finance.   We offer simple loans and smart investments that help people take control of their finances and do more with their money. In the 12 years we’ve been in business, we’ve helped more than 60,000 people lend over £2 billion to 246,000 UK consumers.   And our journey’s only just beginning. In November 2016 we announced our plans to build a next generation bank so that we can bring a greater range of smart, ethical finance products to even more people.   Role Overview   As the Head of IT Service Operations, you will be responsible for the ITSM / ITIL functions at Zopa. You must be a clear and concise communicator with the gravitas to deal with people across all levels including C-Level. Capable of translating business challenges in technical issues and vice versa, you will be able to deal with technical and commercial stakeholders, including Customer Operations, IT infrastructure and Software Engineering - 1st to 3rd line support.  The role requires strong leadership credentials with the ability to roll your sleeves up and get stuck in when needed.   Experienced in running operations in complex consumer orientated 24/7 environments, you will be the escalation point for all major and high priority incidents and capable of driving resolution and stabilisation of services as quickly as possible, you will take the lead on incident Post Mortems. You will need to help build IT Service strategies & solutions that will help build the reputation of the team and the services offered. 



    • A thorough knowledge of ITIL process is required including Incident, Problem, Change and Service Delivery. 
    • Detailed operating knowledge of ServiceNow SaaS platform is a must for this role. An evangelist of the ServiceNow platform, you will seek new uses and opportunities to drive further value from the platform.
    • Experienced in Business Analysis and Project Management, you will be able to work with other IT departments and the broader business to identify and deliver enhancements to ServiceNow, driving Runbook Automation and Orchestration.
    • As a process engineering expert, you will seek new and efficient ways to support the business and ensure we utilise automation and self-service whenever possible, reducing risk and driving performance.
    • Hardware and Software Asset Management and CMDM form important aspects of this crucial role.
    • Performance and availability monitoring will form an important part of this role, experience in driving monitoring, alerting and reporting including dashboard development and scorecard presentation is a major advantage.

Experience in the following areas is advantageous:

    • IT Infrastructure
    • Networking technologies
    • Software engineering experience including Agile
    • Enterprise IT Service, email, Skype, Active Directory and LDAP
    • KPI Reporting and Management