Job Description

Aktia is strengthening the foundation that powers secure, reliable, and efficient banking. As Head of Technology & EUS, you will own the end‑to‑end reliability, performance, cost, and user experience of Aktia’s core infrastructure platforms and end‑user environment. You will lead the Technology and EUS (incl. Service Desk) teams and service providers — unifying infrastructure platform engineering and front‑line support under one accountable leader. Your mandate spans strategy execution, operations, people leadership, vendor ecosystem, and continuous improvement to meet demanding business, regulatory, and security expectations.

Key Responsibilities

1) Strategy, Roadmap & Architecture Execution

• Execute a multi‑year infrastructure & workplace strategy (data centers & cloud, network, identity, collaboration, endpoints, observability).
• Translate enterprise and solution architecture directions into executable roadmaps for infrastructure platforms and EUS; enforce technology standards across your domain.
• Prioritize investments via clear business cases, balancing resilience, security, productivity, and cost.

2) Platform Reliability, Operations & SRE (Site Reliability Engineering)

• Own platform SLA/SLOs (availability, performance, capacity) and operational excellence across on‑prem and cloud.
• Implement SRE practices: observability, change success rate, automation and runbooks.
• Ensure disaster recovery (DR) strategy, testing cadence, and recovery targets (RTO/RPO) are met in your domain.
• Ensure effective and accurate License management practices in you domain.

3) End User Services & Service Desk

• Own the end‑to‑end workplace experience: devices, OS lifecycle, collaboration (M365), endpoint management (e.g., Intune), software distribution, printing, meeting rooms, and self‑service.
• Lead Service Desk management and shift-left practices (knowledge, self‑service portals, virtual agents), while improving NPS and MTTR.
• Govern request catalogs, asset & configuration accuracy for end‑user devices, and joiner/mover/leaver workflows.

4) Continuous Improvement

• Manage service provider performance, penalties/earn‑backs, and joint improvement plans.
• Run structured post‑incident reviews and RCA, trend analysis, and continuous service improvement backlog with measurable outcomes.

5) Security, Risk & Compliance

• Partner with CISO team to ensure secure‑by‑design principles in infrastructure platforms and end user devices; maintain hardening baselines, patching SLAs, privileged access controls, and logging.
• Meet banking regulatory and audit requirements and close findings on time.

6) Financials & Vendor Ecosystem

• Own OPEX/CAPEX for Infrastructure & EUS, drive TCO optimization (licensing, consumption and contracts)
• Lead key vendor relationships and sourcing in your scope, manage RFPs and renegotiations.

7) People Leadership & Ways of Working

• Build, lead, and coach high‑performing teams. Foster safety, accountability, and learning culture.
• Promote close collaboration with Architecture, Security, Data & AI, and other business IT teams.

What You Bring (Qualifications & Experience)

• 5+ years leading enterprise infrastructure and/or workplace/EUS in regulated or mission‑critical environments.
• Proven track record running platform operations and end‑user support under one accountable model with measurable KPI improvements.
• Strong knowledge in some of the following areas: Azure cloud, on-premises data centers, networks, identity & access (Entra ID/AD), M365 & endpoint management (Intune/Autopilot/SCCM), observability and SRE.
• Comfortable with CMDB, catalog design, automation, and knowledge management.
• Familiarity with financial sector requirements are not required but preferred.
• Vendor leadership (MSPs, hyperscalers, telecom) and commercial acumen (contracts, SLA/SLOs, service credits).
• Excellent stakeholder management, concise communication, and data‑driven decision‑making.
• Education: Master’s degree.
• Certifications (nice to have): ITIL 4 Managing Professional/Strategic Leader; Azure Solutions Architect Expert/Administrator; Microsoft 365 Administrator Expert; FinOps Certified Practitioner.

Interested?

If you're excited
about becoming part of Aktia's journey, please submit your CV and cover letter
through Aktia’s job portal by 19 January 2026.

Please be aware that
background checks (such as security clearance, credit check and drug test) are
part of our recruitment process for the person to be recruited due to
regulatory requirements