What you will do:
Governance and Assurance
• Ensure ITIL processes are being adhered to and controls are being met
• Review holistic outcomes from partners and suppliers to ensure quality requirements are being met
• Define and manage SLAs related to contracted service
• Conduct regular review meetings with partners and suppliers
• Monitor SLAs & KPIs to ensure effective control and support of service delivery across all areas
• Where performance or adherence falls below expectations, drive collaborative service improvement plans; Escalate on-going failures where necessary
Business Relationship Management
• Build and maintain strong stakeholder relationships, understanding and meeting their needs across all service offerings
• Conduct regular service reviews with stakeholders, providing performance reports and discussing service improvements
• Handle all escalated IT complaints from the business and liaise with the key stakeholders & partners and ensure regular updates and proactive feedback is given
Continual Service Improvement
• Drive culture of continual improvement throughout Metro Bank across People, Process, Technology
• Drive capability maturity
Policy & Process Ownership
• Own and document a set of ITSM processes (INC, PRB, Request, SLM etc.) and ensure they are reviewed on regular basis
• Collaboratively review partner’s recommended changes and implement if they meet Metro Bank’s requirements
• Ensure service delivery processes align with compliance requirements, including data security and industry standards
Major Incident Management & Problem Management
• Maintain overall accountability for this technology process, including command and control, communication, bridges and priority assessment
• Maintain overall responsibility and authority during the incident lifecycle
• Continually review inputs and outputs of these two processes and work with partners to ensure actions are delegated, where appropriate
• Ensure compliance with quality requirements with regards to partners and supplier resources
• Communicate outputs from PIR/RCAs to regulators (FCA/PRA)
Tooling
• Drive tooling changes with Product Owner that underpin improvements across Metro Bank
• Ensure Metro Bank’s ITSM tools and information systems are used correctly, and that relevant information supports service delivery
And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.
What you will need:
• Demonstratable experience in a technical support or service delivery role, particularly in a multi-service environment
• Extensive experience with ITIL, & Agile methodologies within a managed services environment
• Knowledge of SIAM implementation and transformation
• Knowledge of IT service management tools (ServiceNow, Jira)
• Knowledge of ISO20000, Payment Services, Cloud, SACM & Digital Adoption
• Experience of developing core service management processes and reporting
• High level knowledge of technologies such as infrastructure, end user compute and application services
• Excellent communication skills with a sense of gravitas - the role requires to communicate complex details, so it's necessary to explain technical attributes easily and understandably to a non-technical audience
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
Our promise to you…
• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!).