**Santander UK** is looking for a **Major Incident and Service Delivery Lead** based out of **Milton Keynes.*** **Rapid and effective resolution of major incidents,** coordinating multidisciplinary technical teams and Supporting the Global tech Hub.* **Proactive risk reduction,** implementing controls to minimise service disruptions.* **Driving service excellence,** developing strategies for service delivery, including third-party and stakeholder management.* **Data-driven improvement,** driving service analytics and reporting to uncover trends and support continuous improvement within incident and problem management, with regular reporting and presentations to relevant committees* **Strategic alignment,** ensuring all initiatives align with the UK bank's target operating model.* Supporting the Global Tech Hub (GTH) Incident function by guiding incident and problem management processes.* Ensuring final priority and agreement on incident resolution paths.* Managing UK Communications during major incidents, liaising with IT and business stakeholders for clear status updates.* Providing on-call support for escalations related to major incidents.* Collaborating with various IT teams to improve incident response capabilities and establish robust procedures to prevent future outages.* Analysing incident and problem trends and performance metrics to identify areas for improvement, presenting these insights in operational governance forums.* A core responsibility involves owning risk and control compliance specific to Incident Management and Problem Management, ensuring effective governance.* Extensive experience in **Major Incident and Service Delivery Management** within complex, regulated financial environments. (Required)* Proven record in **Incident, Problem, and Change Management**, ensuring swift service restoration and minimal disruption. (Required)* Skilled in leading **cross-functional technical teams** and third parties to resolve high-impact issues. (Preferred)* Strong ability to transform **incident data into actionable insights and executive-level reporting**. (Required)* Contributes to **IT governance, operational resilience, and global technology transformation** initiatives. (Preferred)* This role champions a continuous service improvement culture, facilitating reviews and driving systemic initiatives to enhance service quality and satisfaction. This includes developing and managing Controls, KPIs, SLAs, and Metrics for IT Operations. (Required)* **Bachelor’s degree** in IT, Computer Science, or a related discipline (or equivalent experience). (Preferred)* **ITIL Foundation / Intermediate Certification** preferred. (Required)* Training in **Operational Resilience**, **Service Management.** (Required)* Ongoing professional development in **governance and risk management** practices. (Required)* Strong commitment to maintaining current knowledge of **emerging technologies** and best practice (Preferred)* **Leadership:** Calm, decisive leadership under pressure with clear direction and accountability.* **Communication:** Engages confidently with executive stakeholders and technical teams alike.* **Collaboration:** Builds strong, productive relationships across IT, business, and third-party providers.* **Customer Focus:** Promotes a service culture centred on customer experience and satisfaction.* **Continuous Improvement:** Champions learning culture, driving systemic improvements and innovation.* £500 annual cash allowance to spend on our great range of benefits. \*Include salary where authorised* 25 days’ holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year.* Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments* We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.* Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.* Share in Santander’s success by saving or investing in our share plans.* As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services* **Competitive rewards** that reflect the real impact you make and the value you bring.* **Wellbeing that goes beyond work** — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.* **Support for every life stage** — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.* **Time to give back** through volunteering opportunities that let you make a difference in the communities we serve.* **Global growth opportunities** to shape your career, learn new skills and explore what’s possible across our international network.
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