Operations and Incident Manager Swindon
Hybrid role (x2 days on site per week / x3 work from home)
Shift work (info below)
In this responsible and demanding role, you’ll manage a team of IT specialists on one of our rotating 24-hour shifts and help lead the resolution of all the organisation’s major IT system incidents.
An IT Operations Manager, working onsite within our IT Enterprise Command Centre (ECC), in our Head Office in Swindon
As one of the 24x7 shift working Operations Managers you will be responsible for the operational management of technical specialist teams across the IT Enterprise Command Centre (ECC), ensuring IT system failures/outages are identified quickly and managed efficiently in-line with defined response times and regulatory/business standards/procedures, communicating all updates to key stakeholders
This is a shift based role, which includes an additional allowance of £9,200 per annum:
3 x Hour Nights (19:00 - 07:00)
For this job you'll work onsite in Swindon for 80% of the time, with some flexibility to work from home depending on the shift set up.
Operational performance management of specialist teams delivering IT services on a 24x7 basis
Act as deputy to the Senior Operations Manager in the event of a major incident at any time on a 24 x 7 basis and make autonomous decisions in the absence of the Senior Operations Manager
Review and act upon performance analysis data providing recommendations to contribute to continuous service performance improvement programmes
Maintaining strong relationships with key stakeholders/third parties across all areas/levels of the business to ensure collaborative working during IT incident resolution to minimise any impact to critical colleague and customer facing services
Providing indicative recovery plans and times in-line with business needs in the event of any interruption to service
Responsible for the effective team delivery of crisis/major incident management activity through precise operational planning/resource management. Will be a point of escalation for the employees within your respective team and accountable to the Senior Operations Manager and Head of IT Operations during critical and major incidents
Provide technical expertise and oversight of teams during day-to-day incidents, defining resolution times and reporting up to the ECC Senior Operations Manager
Co-ordinate skills development strategy to deliver a multi-skilled team in line with business needs and future technological changes. Minimising risk to the Society
Plan, direct and control the level 1 and 2 technical support of IT services to provide continuous 24hr, 365-day service to meet defined SLA/OLA’s and the Society’s business requirements
Accountable for the service performance of their teams, managing service improvements through to implementation and produce regular system performance reporting
Ensure your team of Level 1 and Level 2 technical specialists are resourced effectively to deliver daily IT change schedule activities. We’re looking for IT Operations Managers with significant experience of working in a large IT operational support environment.
Due to the nature of our business, you’ll be working to demanding deadlines at times, so we need you to be resilient with an ability to respond quickly and confidently whilst being under pressure to deliver.
ITIL accreditation in service delivery and support, minimum of practitioner level in incident management and service operations, or equivalent business experience
Experience of building relationships across all levels of an organisation and with third-party suppliers
An understanding of process improvement methodology that can improve service, quality and efficiency
The ability to understand, recognise and communicate business impact of IT incidents
Understanding of Financial Regulation and the consequences of failing a regulatory control
Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
~ Life assurance worth 8x your salary
~ A great selection of additional benefits through our salary sacrifice scheme
~ Access to an annual performance related bonus
~ Access to training to help you develop and progress your career
~25 days holiday, pro rata
As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. As a community we want our working lives to count. As a standard-setter, we work for the good of customers, communities, and broader society.