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This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Service Delivery Analyst, Ulster Withdrawal Programme

• If you’re passionate about service, with an eye for detail, we have an opportunity for you to help drive bank-wide service stability
• This challenging role is supporting the Ulster Withdrawal Programme and the will support the Service Manager with planning and delivering a robust service operating model for a new cloud-based Microsoft Dynamics CRM/Workflow platform
• You’ll be contributing to the diligent and high-quality delivery of a technology service management area of your specialist knowledge

What you'll do

You’ll play a crucial role in providing excellent service through the delivery of one or more technology service management disciplines, at a high level of complexity and criticality. You’ll have the opportunity to collaborate, communicate, and influence stakeholders at all levels across the bank and externally in your technology service management area. All the while you’ll be supporting better collaborative working practices by looking at the end-to-end flow across services and customer journeys.

We’ll also look to you to:

• Proactively deliver at pace when recovering or protecting service, acting with thoroughness when considering the risk to service
• Supporting agreement of the production support model and transition to this model
• Documenting the technology operating model including the cloud operating model and support processes e.g. incident, problem management, user on boarding an user entitlement reviews
• Configuring tools to support the Technology Operating Model
• Documenting roles and responsibilities and touch points between disciplines and processes
• Input to the support readiness plan
• Undertake and deliver technical and operational support for relevant services, activities and processes in support of bank-wide service stability, picking up complex scenarios
• Work within a safe environment culture, and look to innovate and use fast feedback loops to translate improvement opportunities into practical outcomes

The skills you'll need

We’re looking for a capable communicator, who has knowledge of one or more technology service management disciplines. You’ll also need an understanding of Agile and DevOps practices spanning value stream, portfolio, platform and feature team levels.

Additionally, we’ll be looking for:

• A background in Service Management Disciplines including Service Design, Service Transition, Service Operations) and experience of delivering best practice processes to drive a great employee experience
• Knowledge and experience of Microsoft Dynamics preferred but not essential
• Strong experience of Agile delivery practices
• A capable communicator with the ability to communicate complex technical concepts clearly to your peers and management level colleagues, with good collaboration and stakeholder management skills

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.