Head of Incident and Problem Management | S4 | IT Operations

Country: United Kingdom

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An exciting opportunity has been made available to join the Santander UK bank as a Head of Incident and Problem management 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.

The purpose of the role is to co-ordinate multidisciplinary technical teams in complex technology landscape to ensure the rapid and effective resolution of the bank's largest incidents, own and implement effective preventive, predictive and reactive controls to ensure service stability and availability are within acceptable thresholds.

The role holder will lead the Incident and problem management team of 15 + SME’s, reduce service risks, offer technical and operational leadership ensuring strategies/ roadmaps/ initiatives are optimal, aligned to Santander UKs target operating model.

The difference you’ll make:

• Managing the major incident and problem management team taking a leadership role in the service recovery process to ensure efficient and effective resolution of major incidents
• Leading incident response teams and coordinating activities during major incidents, serving as a point of escalation for major incidents
• Providing strategic direction and guidance for incident and problem management processes and procedures, Establishing and maintaining incident and problem management policies and SLA’s
• Acting as a liaison between IT and business stakeholders during incidents, providing clear communication and updates on status and resolution efforts
• Analysing incident and problem trends and performance metrics to identify areas for improvement, prepare and present them in weekly, monthly operational governance forums
• Participating in incident & problem management audits and compliance assessments, point of contact for SOX engagement with external auditors, managing exams and CIO wide responses

What you’ll bring:

• IT technical knowledge & proven track record of service management experience in a complex environment
• Personal resilience and ability to operate and lead team in a high intensity environment
• Experience in banking / financial institution technology operations
• Relationship building and management with both internal and external customers and partners
• Experience of implementing and managing ITIL services
• An ITIL (IT Infrastructure Library), ISO 20000 Service Management Standard or equivalent professional qualification is desirable

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
• Interpersonal skills - influences others, using a range of approaches, to achieve deliverables
• Commercially effective with exposure to executing cost save initiatives

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.