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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 Manager

• We’re looking for a Service Manager to help us deliver outstanding service to our customers
• You'll be leading technical support for relevant platforms, activities and processes relating to the areas of your specialist knowledge
• Hone your existing management skills and advance you career in this exciting, fast paced role

What you'll do

In your new role, you'll be managing suppliers in complex, multi-party technical landscape and applying effective risk management and decision-making capability. You'll be anticipating and assessing the potential impacts of technology risk across the bank, while demonstrating risk leadership and advocacy, supporting a culture of proactive and preemptive risk management and continuous improvement.

You'll also be:

• Ensuring our Service Management disciplines for Incident, Request, Problem, Change & Release processes are running effectively day to day as well as being the process owner for these with the ability to input to other relevant service management processes.
• Responsible for ensuring the drive for results of suppliers, either internal or external. Including running regular review meetings to drive progress forward and provide prioritisation and further information.
• Producing MIS and analysis of existing data to help communicate key trends to prioritise future initiatives and plans to drive improvement
• Development and management of effective working relationships with a range of stakeholders
• Driving knowledge mgmt. and service improvement practices across the team

The skills you'll need

To succeed in this role, you’ll need knowledge of relevant industry standard toolsets and processes to drive up customer service within an IT environment, as well as knowledge and experience of operational principles.

If you have an understanding of Merchant Acquiring business, Azure Cloud Services, and DevOps and Agile project management techniques, this would be an advantage. We'll also expect you to be commercially astute and experienced in understanding contractual obligations.

You’ll also demonstrate:

• Service Management experience in a complex multi-party suppliers environment. Industry qualifications desirable, along with experience of suitable toolsets such as ServiceNow.
• Experienced in managing technology suppliers and their performance with an ability to get hands on with our application suite GUIs, to be able to diagnose issues or post check changes.
• Ability to articulate in business terms and escalate issues, engage relevant parties for awareness and to remediate. Ability to prioritise work being done by themselves and others on an ongoing basis.
• Proven ability to manage relationship, influencing and negotiating outcomes and adopting a flexible approach where necessary
• Understanding of Merchant Acquiring business, Cloud Services (Azure) including SRE, DevOps and Agile project management

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.