Senior Manager - IT Shared Service (Major Incident & Insight)

Reporting into the Head of IT Shared Support Services, the Senior Manager – Shared Support Services (Major Incident and Insight) is accountable for leading, setting direction and operating key ITIL Processes for the business through a number of ITIL process defined teams.

The Senior Manager – Major Incident & Insight is accountable for the Group-wide leadership, governance and continuous improvement of Major Incident Management, Problem Management, Request Management and Service Reporting across the Society and the Bank.

The role provides authoritative operational leadership during high-impact incidents, while ensuring that learning, insight and preventative action are embedded to improve service stability and reduce operational risk over time.

Operating within a federated, multi-supplier and multi-technology environment, this role ensures consistent outcomes across in-house teams, managed service providers and SaaS platforms, while delivering decision-grade insight to senior leadership, risk and resilience forums.

This is a senior leadership role, focused on command, assurance and influence, rather than day-to-day process operation.

This is a leadership role as defined by the Group’s leadership capability framework. In the teams that you work in and/or manage you will create an inclusive environment where people feel safe to speak up, voice concerns and suggest ideas. You will seek input from others in order to test assumptions, challenge thinking and bring in new perspectives.

We operate on a function led hybrid approach, with two to three days per week on site. Role requires flexibility to travel to other sites for key meetings and collaborative working subject to business demand.  Role can be based in Coventry or Manchester.

You will be a credible, calm and authoritative leader, recognised for your ability to operate effectively under pressure providing clarity in complex, high-impact situations.

Possess the ability to communicate complex technical and operational information clearly to senior and executive audiences, both written and verbal and able to structure both technical and business information in a clear and concise manner.

Be an authentic ‘servant-leader’ who takes responsibility for ensuring the team’s success ahead of your own needs. You take a coaching approach and empower others to make decisions that lead to great outcomes. A self-starter who can lead and champion Service Management in an agile environment; must be able to deliver to deadline and self-motivate to succeed in this challenging role.

For this role you’ll need to have:

• Significant experience in Major Incident and Problem Management leadership, within financial services and ideally within Banking
• Experience in managing a wide variety of internal and external stakeholders and leading and influencing across multi-supplier and cloud-based environments
• Strong understanding of ITIL practices, particularly Incident, Problem and Service Reporting.
• Experience working with complex, always-on technology estates and third-party service providers.
• Demonstrated experience producing executive-grade operational insight and reporting.
• Ability to engage confidently with Risk, Audit and Regulatory stakeholders.
• ITIL Foundation with further qualification in one or more relevant ITIL process.
• Working understanding of Agile Ceremonies and DevOps Techniques.
• Essential experience of working in a complex, pressurised production environment in the Banking industry
• Use of Microsoft Office Products

Experience in these areas would be helpful:

• Public Cloud, Customer-facing and member-facing systems, Infrastructure experience

Full-time 35 hours

If you are thinking about making an application but want to talk to someone first, you can reach out to [email protected] or the Talent Acquisition inbox [email protected]

This is a permanent role and is at M3 Senior Manager grade

For all colleagues applying for our FTC roles, please note that this will be treated as a secondment opportunity.

Flexibility and why it matters.

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.

Proud to be a Disability Confident Committed Employer

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.