Service Manager, London
London, United Kingdom 21 days ago
Job Description
Join us as a Service Manager
As a Service Manager, you’ll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously and learning and living our principles
You’ll provide excellent service to our customers through the delivery of one or more service management disciplines, such as incident, problem, change, configuration, capacity, availability or configuration management
The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills
What you'll do
In this role, you’ll be dealing with clients, regulators, third-party vendors, and payment schemes. You'll also be leading the incident management process, ensuring timely resolution of incidents, minimising impact on services, maintaining accurate records and ensuring timely and effective communication of status to clients and stakeholder. This role requires you to be part of a shared 24/7 on-call rota.
Day-to-day, you’ll be:
Manage Post Incident Review/Post-Mortem process to assist the timely identification of root causes of incidents and implementation of solutions to prevent recurrence, ensuring continuous improvement.
Manage relationships and SLAs with third-party vendors, ensuring they meet performance standards and contractual obligations
Oversee the monitoring and event management processes to ensure proactive identification, responder notification and resolution of potential issues
Handle high-pressure, time-critical situations in a calm and measured way, thinking critically to assess impact and communicate status to various stakeholders
Record, assimilate, synthesise and visualise large amounts of service performance related data and create automated reporting packages intended for key stakeholders
The skills you'll need
We're looking for someone with a strong customer focus in their work, as well as a background in technical support. You’ll need excellent interpersonal skills and a keen eye for detail. A broad understanding of our business and its customers would also be an advantage.
On top of this, you’ll bring:
Proven experience in a similar role within a bank or FinTech organisation
Experience dealing with clients, regulators, third-party vendors, and payment schemes
Strong analytical and problem-solving skills and ability to handle high-pressure situationsand make critical decisions
Ability to define, implement, and continuously improve processes
Familiarity with service management tooling, monitoring and alerting tooling and general understanding of cloud based distributed microservice architecture in an agile, devops environment
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