CDD Service Management Lead

NatWest Group; London; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic CDD Service Management Lead to oversee the pKYC platform service. This hybrid role offers the opportunity to lead a multi-disciplinary team, ensuring service quality and stakeholder satisfaction. You will implement strategic support models and manage work requests while driving continuous improvements in production management. This position promises significant professional growth through exposure to senior stakeholders and a chance to influence key business processes. If you're ready to elevate your career in a collaborative environment, this role is perfect for you.

Qualifications

• Proven experience in CDD and Pega business with strong leadership skills.
• In-depth knowledge of production management methodologies and tools.

Responsibilities

• Lead the CDD pKYC platform service ensuring availability for business use.
• Manage relationships with stakeholders for effective communication.

Skills

CDD and Pega business experience

Production management methodologies

Stakeholder management skills

Planning and resource management

Technical knowledge of platforms and technologies

Knowledge of industry standard toolsets

Operational principles understanding

Leadership and communication skills

Job description

Join us as a CDD Service Management Lead

• In this key role, you’ll be leading and managing the CDD pKYC platform service to ensure permanent availability for business use
• We’ll look to you to empower and lead a large multi-disciplinary team to ensure levels of service and quality of deliverable meet the needs of the business
• This engaging role offers the prospect of significantly raising your professional profile through exposure to senior stakeholders
• You’ll work from home some of the time, but you’ll also spend at least two days each week working from the office

What you'll do

As a CDD Service Management Lead, you’ll be making sure that platform integrity is maintained in line with the platform and technical roadmap releases, while managing demand from discretionary and mandatory change requests.

You’ll be working with the CDD pKYC programme, and the first and second line of defence partners across multiple franchises to deliver a robust application management and support service.

You’ll also be:

• Implementing our target state strategic support model based on Site Reliability Engineering practices
• Managing in-bound work requests and ensuring both efficient and effective prioritisation and scheduling of work against agreed business schedules
• Building a satisfied customer base by managing relationships with all business and technology stakeholders through prompt and effective communication and reporting
• Driving continuous improvements of existing processes and procedures across production management disciplines
• Collaborating with and influencing colleagues and stakeholders and third party suppliers on the applications under management, ensuring the timely delivery of solutions which support the business

The skills you'll need

We’re looking for a leader with CDD and Pega business and product experience and in-depth knowledge of production management methodologies and tools, along with significant stakeholder management skills. You’ll also need planning and resource management experience.

In addition, you’ll demonstrate:

• Technical knowledge, including platform, technology, products and domains
• Knowledge of relevant industry standard toolsets and processes, to drive up customer service within an IT environment
• An understanding of operational principles
• The proven ability to identify and implement training needs
• Excellent leadership, communication and influencing skills

Hours

35

Job Posting Closing Date:

14/05/2025 Ways of Working:Hybrid