CDD Service Management Lead

JR United Kingdom; London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

Join a leading company as a CDD Service Management Lead, where you'll lead a multi-disciplinary team to ensure the availability of the CDD pKYC platform. This role offers exposure to senior stakeholders and the chance to enhance your professional profile. You'll collaborate across multiple franchises, manage service levels, and drive continuous improvements in production management. A mix of remote and office work is included.

Qualifications

• Experience with CDD and Pega business and product.
• In-depth knowledge of production management methodologies.

Responsibilities

• Lead and manage the CDD pKYC platform service.
• Ensure platform integrity and manage demand from change requests.
• Drive continuous improvement of existing processes.

Skills

Leadership

Stakeholder Management

Communication

Planning

Resource Management

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 its permanent availability for business use.
• Empower and lead a large multi-disciplinary team to meet service levels and quality standards aligned with business needs.
• This role offers the opportunity to significantly raise your professional profile through exposure to senior stakeholders.
• You’ll work remotely part of the time, with at least two days each week in the office.

What you'll do

As a CDD Service Management Lead, you’ll ensure platform integrity in line with the platform and technical roadmap releases, managing demand from change requests.

You’ll collaborate 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 support model based on Site Reliability Engineering practices.
• Managing inbound work requests, ensuring effective prioritization and scheduling against business schedules.
• Building customer satisfaction by managing relationships with stakeholders through prompt communication and reporting.
• Driving continuous process improvements across production management disciplines.
• Collaborating with colleagues, stakeholders, and third-party suppliers to ensure timely delivery of solutions supporting the business.

The skills you'll need

We seek a leader with CDD and Pega business and product experience, in-depth knowledge of production management methodologies, and strong stakeholder management skills. Planning and resource management experience are also essential.

Additionally, you should demonstrate:

• Technical knowledge of platform, technology, products, and domains.
• Familiarity with industry-standard tools and processes to enhance customer service in an IT environment.
• An understanding of operational principles.
• The ability to identify and address training needs.
• Excellent leadership, communication, and influencing skills.