IT Service Manager – Customer Journeys (LBG/0418/615375)

As the UK’s largest Retail, Digital and Commercial bank our Group has a huge responsibility to support the UK economy and help it prosper whilst putting customers at the heart of everything we do.

We’re also embarking on a three year, £3bn, transformation programme – putting unprecedented levels of investment into our platforms, people and data capabilities to build the bank of the future.

And as one of our Customer Journey Service Managers you’ll help us achieve our ‘Helping Britain Prosper’ (HBP) plan by ensuring the best colleague and customer IT experiences through the protection, maintenance and improvement of key information services.

Working within our Service Operations function you’d have the following responsibilities:

• Full accountability for the delivery of day to day IT service provision and disaster recovery position to your aligned business.

• Be the Director level point-of-escalation for IT issues both in the aligned business and across the wider function.

• Being the Protector of the production service whilst also balancing, facilitating and enabling changes during a challenging period of large-scale investment

• Establishing and nurturing a collaborative culture built on trusting relationships to develop services in line with objectives that deliver great end user experiences

• To resolve and manage operational instability and represent customer and colleague impacts through service plans and as a result of Critical and High severity incidents to improve service propositions.

Additionally you’d benefit from the following opportunities:

• To be an embedded partner within our HBP Value Streams and Group CIO Feature Squads, developing strong working partnerships to ensure seamless Transformation delivery.

• You’ll get to drive the appropriate actions in partnership with Problem Management to ascertain root causes, embed organisational learning and ensure adverse trends are closely managed.

• Without any direct reports you’ll be able to draw upon and inspire matrix-managed teams to ensure objectives relating to your Service are met.

What are we looking for on your CV?

• Deep experience of end-to-end IT Service Account Management at an appropriate level across large business area.

• An extensive working knowledge of industry standards and practices relating to Service Management, including product details and regulatory obligations.

And wider Service experience or knowledge across the following speciality areas would be beneficial but aren’t essential:

• AI, Robotic Process Automation and/or Machine Learning

• Cloud / Automation

• Tooling or Systems Thinking

• Agile/Scrum methodology

• Cost of Service experience

And what about you as a person?

• You’ll evidence a strong and proven track record in relationship building and internal customer management, particularly with Engineering Leads to deliver a seamless IT Service experience for colleagues and customers.

• You’ll possesses outstanding inter-personal skills and an influential personality in order to motivate and inspire others with the skill to broker mutual outcomes conducive to the organisation’s objectives

• You’ll also possess the ability to communicate ideas and information clearly and tailor this in a manner appropriate to the audience to secure wide consensus, impact and results.

• And you’re an innovator – actively and continuously evolving service metrics to protect and improve your service while remaining cost effective and in tune with industry developments.

What is the give/get?

You’d be expected to join our on call rota (approx. 1 in 6 / 1 in 8) and we’ll reimburse you well for this commitment as well as being able to offer elements of flexible working such as Job-sharing, home working etc.

We’ll also reward your expertise with a comprehensive package that includes:

• An on target performance-related bonus of c20%

• A 4% flex cash pot to spend on benefits to suit your lifestyle (or take as cash)

• Car/car allowance of c£4700

• 30 days holiday

• Private medical benefit

• Share schemes

• Generous pension contribution

• Colleague products and discounts

We’re passionate developing our people and just as passionate about equal opportunity – ensuring our colleagues represent the communities we serve.

So if you have the Service Management skills, personal attributes and outlook we’re seeking then get in touch and apply today, we’d be keen to speak with you.

NB Salary ranges vary with Location – London max c£79,600, all other locations c£66,300)

This role may be worked as a job share therefore you are welcome to apply as an individual reduced hours applicant, or alongside another candidate. However please note that each candidate will be considered as an independent application, and reviewed on their own merit, therefore a specific partnership cannot be guaranteed.

IT Service Manager – Customer Journeys


Flexible