EMEA Operations Senior Lead (Global Incident Management)

Job Description:

Job Title EMEA Operations Senior Lead (Global Incident Management)

Location Birmingham

Corporate Title Vice President

The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the major incident management process, ensuring compliance with established processes/procedures. Operating a "follow the sun" service model across three regions to provide 24/7/365 support.

The EMEA regional lead is an integral part of the global incident management function within operations management, TDI and the point of escalation, overseeing regional coordination and resolution of IT major incidents during the EMEA time zone, ensuring operational stability and minimizing service disruption. As the EMEA regional lead, you will participate in the weekend management on call escalation rota and form an integral part of the management team.

What we’ll offer you

Hybrid Working

We understand that employee expectations and preferences are changing. We have implemented a Hybrid Working Model that enables eligible employees to work remotely for a part of their working time and reach a working pattern that works for them.

You can expect:  

• Hybrid Working - we understand that employee expectations and preferences are changing. We have implemented a Hybrid Working Model that enables eligible employees to work remotely for a part of their working time and reach a working pattern that works for them
• Competitive salary and non-contributory pension
• 30 days’ holiday plus bank holidays, with the option to purchase additional days
• Life Assurance and Private Healthcare for you and your family
• A range of flexible benefits including Retail Discounts, a Bike4Work scheme and Gym benefits
• The opportunity to support a wide ranging CSR programme + 2 days’ volunteering leave per year

Your key responsibilities

• Monitoring and ensuring effective management and regular, accurate senior communication of major incidents whilst ensuring incident are managed in accordance with procedures and controls
• Acting as the central point of senior escalation for the region
• Managing, leading, and developing the regional team ensuring effective service delivery, managing performance and development objectives effectively
• Collaborating with key senior stakeholders and global teams to ensure adherence with incident management processes/controls and governance frameworks
• Driving strategic change in addition to implementing service improvements and embedding a positive organisational culture for the regional team

Your skills and experience

• Experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including incident, problem, change, and knowledge management
• Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams
• An ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events.  Adopting a calm, controlled, and rational, especially in high demanding situations
• Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem-solving skills, along with excellent written and verbal communication at all levels
• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement

How we’ll support you

• Training and development to help you excel in your career
• Flexible working to assist you balance your personal priorities
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs
• We value diversity and as an equal opportunity’s employer, we make reasonable adjustments for those with a disability such as the provision of assistive equipment if required (e.g., screen readers, assistive hearing devices, adapted keyboards.

About us

Deutsche Bank is the leading German bank with strong European roots and a global network. Click here to see what we do.

Deutsche Bank in the UK is proud to have been named a The Times Top 50 Employers for Gender Equality 2024 for five consecutive years. Additionally, we have been awarded a Gold Award from Stonewall and named in their Top 100 Employers 2024 for our work supporting LGBTQ+ inclusion.

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.