Senior Service Delivery Lead

Country: United Kingdom

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An exciting opportunity has been made available to join the Santander UK bank as a Senior Service delivery Lead – IT Operations within Infrastructure, Operation and EUT division of the Santander UK T&D Organisation where you will provide leadership and coordination of staff and services within the IT Operations team – we are a forward thinking team within the bank who are always at the forefront in ensuring sustainable operations throughout the business and to our customers and it’s a truly exciting time for you to join us!

The role holder will ensure effective service governance, offer technical and operational leadership ensuring strategies/ roadmaps/ initiatives are optimal, aligned to Santander UKs target operating model, reduce service risks and ensure service stability and availability within acceptable thresholds.

The difference you’ll make:

• Leading and managing the IT Operations service delivery and governance framework across a matrix of internal/ external teams, business units and third-party service providers
• Owning and managing, risk and control compliance for IT operations, own Standards, procedures and processes for IT Operations, provide effective governance for compliance
• Ensuring you are accountable to manage both the internal and external audit engagements for IT Operations including oversight of delivery, liaising with the CIO audit oversight function
• Being the IT Operations point of contact for SOX engagement with external auditors, managing exams and CIO wide responses
• Managing a team of service operations analysts, ensuring all IT operations reporting are accurate covering quantitative, qualitative and control metrics
• Enabling and championing a continuous service improvement culture, taking appropriate measures by facilitating service management reviews

What you’ll bring:

• IT technical knowledge & proven track record of service management experience in a complex environment
• Ability to convert data into information, translate information into insight with an ability write compelling reports at all levels including exec reports
• Experience in banking / financial institution technology operations
• Relationship building and management with both internal and external customers and partners
• Understanding of operating in a regulatory environment
• Knowledge of the methods, concepts, values and tools of agile modelling; ability to apply agile modelling methodology in the IT development life cycle

It would also be nice for you to have:

• Major transformation and Continuous Improvement leadership
• Experience of managing cross-functional technical teams in a matrixed organisation
• Commercially effective with exposure to executing cost save initiatives
• An ITIL (IT Infrastructure Library), ISO 20000 Service management standard or similar professional qualification is desirable

What else you need to know:

This role is based in Milton Keynes.

We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).

If you apply for this role in this location, it’s important you consider your travelling distance, time and cost from your home to the office location.

We’re happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process.

If you’re interested in this role but with part time hours or a job-share we would still love to hear from you and discuss these.

Application process

If your application is successful a member of our recruitment team will be in touch. We will arrange a short call with you to learn more about you and what you are looking for from your next career move, as well as answer any questions you have about working in the Santander tech team. If both sides agree we will send your CV to the hiring manager to review. For this position, the interview process will be :–

1st Stage – Technical Interview – this will a 30min technical interview with one of the team

2nd Stage – A one-hour formal interview where we will ask both technical and competency-based questions. This can be done virtually or face to face depending on your situation

If there’s anything we can do in the recruitment process to help you achieve your best, please let us know.

Inclusion

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed.  We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we’ll reward you.

As well as a competitive salary, you’ll enjoy a benefits package that you can tailor to your needs.

• Eligible for a discretionary performance-related annual bonus
• 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
• 30 days’ holiday plus bank holidays, which increases to 31 days after 5yrs service, with the option to purchase up to 5 contractual days per year
• £6,000 car allowance per year
• Company funded individual private medical insurance
• Voluntary healthcare benefits at discounted rates such as private medical insurance for your family, dental insurance, and health assessments
• 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

Learn more about our benefits and family friendly policies

What to do next:-

If this sounds like a role you’re interested in, then please apply.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through telephone, email, or face to face. You can contact us at [email protected] or call 0870 414 9080.