Vice President, Service Desk & User Services

About the role

Lead and transform the Service Desk and User Profile Administration (UPA) functions, providing end‑to‑end accountability for colleague technology support, digital workplace services, user access management, and access governance across the Bank. Drive service excellence, automation, operational resilience, and regulatory compliance while enhancing employee experience through modern support models, AI‑driven capabilities, and secure access management practices. Provide strategic leadership across Service Desk, End User Computing, Collaboration Platforms, Executive Support, and User Access Administration, ensuring efficient service delivery, strong governance, audit readiness, and continuous improvement aligned to the Bank's digital transformation and operational excellence objectives.

Key responsibilities

• Lead and transform the Service Desk and User Profile Administration (UPA) functions.
• Provide end‑to‑end accountability for colleague technology support, digital workplace services, user access management, and access governance across the Bank.
• Drive service excellence, automation, operational resilience, and regulatory compliance while enhancing employee experience through modern support models and AI‑driven capabilities.
• Provide strategic leadership across Service Desk, End User Computing, Collaboration Platforms, Executive Support, and User Access Administration to ensure efficient service delivery, strong governance, audit readiness, and continuous improvement.