Service and Supplier Management Lead

Location Manchester
Discipline: Retail Banking
Job type: Permanent
Contact name: Charlotte Housley

Contact email:
Job ref: 012403
Published: 29 days ago

Supplier & Service Management Lead

Manchester/ Home based

Band B


The Co-operative Bank are longstanding advocates of hybrid and flexible working. During the pandemic our colleagues are working from home fully supported by our bank. As we look to the future, we will continue to offer remote working in roles that allow with the opportunity to spend 1-2 days in the office where desired.


The Co-operative Bank are celebrating 150 years of ethical banking, we're proud to be different. And we're even prouder that it's our people with purpose, who make us different. We help colleagues connect and support each other, our customers and our communities. We reward them with more than just a competitive salary, offering an attractive range of benefits that support work life balance, wellbeing and career development.


The role:


The Service & Supplier Management Lead is responsible for all IT service activity to the Bank’s business units.  


Key elements to the role are:

*       Provide clear operational ownership and responsibility for the core end to end business services provided by IT to the Bank Business units.

*       Own and drive supplier relationships ensuring they deliver commercial value and optimum service delivery.

*       Provide oversight & management of IT services from third parties to the Bank, including services from various functions, through management of Master Services Agreements (MSAs), contracts and OLAs with operational services providers.

*       Drive continuous improvements across the management of the Bank IT services to deliver customer experience enhancements and run cost reductions

*       Ensure all services and suppliers are managed in line with any regulatory requirements and all risks identified are managed in line with the Banks RMF

*       Line management of the Service & Supplier Managers


Knowledge, Skills and Experience Required:

*       Broad technical knowledge across different platforms and systems

*       Good understanding of the technologies used throughout the finance industry

*       Good grasp and view of existing trends and emerging technology

*       High level of stakeholder management

*       Strong understanding of processes and frameworks for good governance, operational risk and compliance

*       In-depth understanding and experience of supplier and contract management practices with the ability to manage and drive internal and external 3rd party partnerships to engender true value add and “win-win” relationship

*       In-depth understanding of service management processes, including ITIL v3.

*       Excellent negotiation and influencing skills

*       Leading edge analytical capability

*       In depth knowledge of industry best practice

*       Excellent stakeholder management, able to build and manage relationships at a specialist level with external suppliers and partners.

*       Excellent communication and presentation skills at senior levels

*       Strong interpersonal skills and team player attitude


What You Can Expect From Us:

  • Flexible and remote working
  • 27 days holiday, plus opportunity to buy 5 extra days
  • Competitive pension / income protection / life assurance
  • Positive, friendly work culture that promotes work life balance
  • Commitment from employers on continued learning & development
  • Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
  • 2 paid days for volunteering per year
  • ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.  
  • Family friendly policies and supportive working environment
  • Recognition scheme and a culture in which we celebrate success 
  • Colleague network groups committed to inclusion and diversity within our Bank.


Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.


If you require more information or this document in a different format, please contact  


As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.