The Opportunity
Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.
We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.
The business model we have created is unique and difficult to replicate, with our 'best of both' approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you're willing to roll up your sleeves, contribute new ideas and believe anything is possible, you're our kind of person.
Work with us because you:
Want to be part of a bank built for the dynamics of the modern world
Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
Enjoy finding new and better ways to solve complexity and make things happen
Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
Care about society and the environment and want to be part of a business that cares too
Want to continue to grow professionally and be the best version of yourself
The Role & Responsibilities
Service Delivery & Governance
Support the Service Delivery Manager in the production, maintenance, and distribution of service performance reporting (SLAs, KPIs, OLAs) across internal teams and third-party suppliers.
Assist in monitoring incident, problem, and change activity to identify trends, risks, and opportunities for service improvement.
Support Major Incident processes, including stakeholder and business communications, post-incident reporting, and Root Cause Analysis.
Maintain service delivery artefacts, dashboards, and audit-ready documentation to support internal governance, regulatory, and assurance requirements.
Independently undertake defined service delivery activities as delegated by the Service Delivery Manager.
Third-Party Governance & Supplier Management
Support third-party governance activities, providing operational oversight of supplier performance against contractual obligations and service levels.
Prepare performance data, analysis, and evidence to support supplier service reviews and CSIP meetings.
Track supplier actions, risks, and improvement plans, escalating issues where service or governance concerns are identified.
Act as a point of coordination between Technology, Procurement, Finance, and suppliers for day-to-day operational governance matters.
Independently manage agreed elements of supplier governance activity as delegated.
Change Management Quality Assurance
Perform independent QA checks on Normal, Standard, and Major Changes to ensure adherence to ITIL-aligned change governance and internal controls.
Validate risk assessments, testing evidence, implementation plans, and back-out plans prior to CAB approval.
Support CAB preparation through quality assurance, reporting, and governance assurance activities.
Escalate non-compliance, risk, or control gaps to the Service Delivery Manager.
Independently carry out change QA activities within agreed authority.
Invoicing & Commercial Assurance
Support the validation, tracking, and processing of supplier invoices across Corporate Technology.
Reconcile invoices against contracts, purchase orders, and service usage data.
Identify discrepancies and support resolution with Procurement, Finance, and suppliers.
Independently manage invoice validation and assurance activities for assigned suppliers or services.
Process Improvement & Automation
With the use of AI Assist the Service Delivery Manager in identifying opportunities to improve service delivery efficiency through process optimisation and automation. This will help
Design, develop, and maintain automated reporting, dashboards, and governance controls to reduce manual effort and operational risk.
Streamline repeatable service management and third-party governance activities across incident, change, invoicing, and performance reporting.
Track and evidence efficiency gains, control improvements, and service outcomes delivered through automation initiatives.
The Person
Office Suite
ChatGPT is a benefit regulated environment
Reward
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:
Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
Free access to Headspace, a mindfulness & meditation digital health app
Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing and health
Cycle to work scheme
Discounts on gym membership
Contributory pension scheme & death in service
Your Lifestyle - It's important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you're enjoying your leisure time.
Minimum of 25 days holiday per year
Option to buy or sell holiday days through our flexi-holiday scheme
Discounts on gym membership nationwide
Access to discounts on a range of high street and online brands
Community support and charitable giving
Your Contribution - We're focused on rewarding those that go the extra mile in helping us achieve our goals.
Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done