BCP, Operational Resilience & IT Service Management Manager CXT at Investec

Description

• The BCP, Operational Resilience & IT Service Management Manager is accountable for ensuring that Investec's technology and business services are stable, resilient, and able to withstand, respond to, and recover from disruptive events.
• The role combines Business Continuity Management, Operational Resilience, and full IT Service Management ownership to ensure resilience is embedded into day-to-day operations.

Key Responsibilities

Business Continuity & Operational Resilience

• Own and maintain the Business Continuity Management framework across the organisation.
• Identify Important Business Services and define impact tolerances.
• Map end-to-end service dependencies including people, processes, technology, data, premises, and third parties.
• Design and execute resilience testing against severe but plausible scenarios.
• Ensure alignment between Business Continuity, Disaster Recovery, and IT resilience capabilities.

IT Service Management

• Own and operate the IT Service Management framework aligned to ITIL best practice.
• Own Incident, Major Incident, Problem, and Change Enablement processes.
• Chair Major Incident calls and ensure effective communication to stakeholders.
• Drive root cause analysis and ensure lessons learned are embedded into service improvements.
• Own service performance management including SLAs, OLAs, and service health metrics.

Governance, Risk & Regulatory

• Ensure compliance with relevant regulatory and industry standards including FCA/PRA Operational Resilience, DORA, and ISO 22301.
• Provide regular reporting to senior management on service stability and resilience posture.
• Support internal and external audits and regulatory reviews.

Stakeholder Management

• Partner closely with Technology, Operations, Risk, Compliance, and Third-Party Management teams.
• Provide guidance, training, and awareness to embed resilience and ITSM best practices.

Skills & Experience

• Proven experience in Business Continuity, Operational Resilience, and IT Service Management.
• Strong experience running Major Incidents in complex environments.
• Excellent stakeholder management and communication skills.

Qualifications (Desirable)

• ITIL certification.
• AZ900.
• Experience in a regulated financial services environment.