Role purpose

Responsible for managing support and delivery teams and provide expertise to the business for IT infrastructure. Review global strategy, standards and templates for Travelex infrastructure and ensure local and global colleagues adhere to them. Role holder to provide:

• Strategic direction and oversight for technical discipline.

• Design input and review of the transformation from legacy to new infrastructure solutions, including “Cloud First” initiatives.

• Vendor relationship management and maintenance contract management for the specific technologies for the role

• Managerial level escalated support for any IT incidents

• Define / review / agreed standards and timescales detailed within SLAs and Audits.

Key accountabilities

Technical

• Provide technical leadership on infrastructure services design and implementation in the network field.

• Provide governance / guidance over current deployments ensuring they are to agreed standards and templates.

• Provide Level technical support on Travelex major incidents.

• Provide assistance and specialist knowledge to the wider global operational teams.

• Provide consultancy/mentoring to the operational team members on technical aspects of the role.

• Identify and vendor manage strategic partnerships with technology partners and maintain an up-to-date expert knowledge of technology, services and products offered by suppliers.

• Perform technical product evaluation and research to enhance operational services.

• Identify and pursue automation opportunities.

• Cloud computing skills relevant to the strategy and technical area

• Managerial assistance with priority incidents and ensure proper escalation procedures are followed and where required liaise with other support areas and third parties to ensure the problem is resolved within SLA.

• Design of skills and career improvement training initiatives

• Experience for firewall, load balancer, routing, Wi-Fi, cloud technologies

Relationship management

• Excellent people management and team building skills.

• Resource assignment to operations and project requirements

• Deputise for the Head of Infrastructure in their absence. acting as escalation point and attending meetings where senior management resource is required.

• Provide regular updates to line management on workload and issues.

• Provide performance review for the team and understand company HR principles.

• Develop sound professional working relationships with IT colleagues, business staff and management, building their confidence and acquiring an understanding of the business.

• Ensures the smooth management and resolution of IT Function service issues for existing and new business processes. Work closely with the other support teams to ensure the provision of support, testing and delivery of infrastructure services.

Management information

• Ensure all systems can be monitored centrally and accurately using managed standard reporting tools.

• Produce accurate, timely and relevant MI for the Head of Infrastructure

• Analytical review of data to improve service and reduce incidents or change.

• Resource delivery estimations and forecasting.

Communication

• Responsible for pro-active and regular communication with team members

• Writes and speaks fluently on all aspects of work and communicates effectively with all levels of management.

• Actively communicate and seek feedback from colleagues and customers.

• Be supportive and encourage support for ‘people initiatives.

• Key participant in team briefings

• Be proactive in the provision of feedback and the delivery of ideas to develop and improve Travelex IT services.

• Provide feedback to line manager on general activities of role and ‘how we are doing.

General

• Undertakes any necessary training associated with the duties of the post and participates in training and development procedures.

• Complies with all company health and safety policies and legislation in the performance of their duties and responsibilities.

• Maintains confidentiality and observes Data Protection guidelines.

• Manage expenses in accordance with company expense policy.

• Carries out any other reasonable duties commensurate with their capability.

Essential

• Excellent knowledge and experience of technologies and vendor management in their technical area

• In depth knowledge of implementation and support in their technical area.

• Delivering projects and consultancy as a specialist for agile and waterfall approaches.

• Creating solution options and proposals for solutions, including setting the strategic direction of the relevant technology.

• Ability to create and document processes and standards.

• Good experience of IT Security for primary technical discipline.

• Ability to approach technical problems in a thorough and logical manner.

• Good communication and presentation skills

• Be a valued team player, trustworthy, self-motivated, and able to work under own initiative.

• Experience in interfacing with Auditors and adhering to compliance and regulations.

• ITSM skills and working in an ITIL framework.

Desirable

• Ability to forward plan own workload and project schedules.

• Experience in ensuring system services designed and implemented to Travelex standards (or produce a new global standard to be followed)

• Experience in leading or supporting steps to ensure fully auditable controls are in place for all designs/solutions.

• Experience in generation of Global IT Operations MI

• Experience in running complexed infrastructure project.

• Working in a PCI DSS , SOCII , ISO 27000 environment.

Founded in 1976, Travelex has grown to become one of the market leading specialist providers of foreign exchange products, solutions and services, operating across the entire value chain of the foreign exchange industry in more than 20 countries. We have developed a growing network of over 900 ATMs and more than 1,100 stores in the some of the world’s top international airports and in major transport hubs, premium shopping malls, high street locations, supermarkets and city centres.

Travelex has built a growing online and mobile foreign exchange platform, and we also process and deliver foreign currency orders for major banks, travel agencies and hotels worldwide. In addition, we source and distribute large quantities of foreign currency banknotes for customers on a wholesale basis - including for central banks and international financial institutions. We also offer a range of remittance and international money transfer products around the world.