Service Delivery Analyst

Santander UK; Milton Keynes; Hybrid; GBP 35,000 - 55,000; Part time

Job summary

An established industry player is seeking a Service Delivery Analyst to join their Customer Engagement Technology Team. This role is pivotal in transforming communication platforms and ensuring a seamless digital journey for customers. You will collaborate with talented product teams and 3rd parties, focusing on incident management and performance improvement. The position offers a hybrid working pattern, allowing flexibility while ensuring you contribute to the bank's digital transformation agenda. If you're passionate about enhancing customer experiences and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

£500 annual cash allowance

Discretionary performance-related annual bonus

8% pension contribution

27 days holiday plus bank holidays

Free access to digital health services

Company-funded death-in-service benefit

24/7 employee discount platform access

Voluntary healthcare benefits

Share plans participation

Staff versions of products with no fees

Qualifications

• Experience in supplier management and incident resolution.
• Ability to support a 24/7 on-call rota.

Responsibilities

• Assist product teams with incident diagnosis focused on customer impact.
• Evaluate incidents for common root causes and recommend improvements.

Skills

Supplier management

Incident management lifecycle

Software/service incident resolution

Self-motivation

Job description

Service Delivery Analyst | S2 | CIO

Country: United Kingdom

Interested in part-time, job-share or flexible working? We want to talk to you!

Join our community.

We have a fantastic opportunity to join the bank as a Service Manager in the Customer Engagement Technology Team. Here we’re responsible for leading the digital agenda through delivery of all our communications with a digital mindset.

We are transforming the communication platforms for the bank, turning our communications into a digital journey for the benefit of all our customers and supporting our internal colleagues. We use state-of-the-art composition technologies which are integrated across the bank using new stack tech.

Our strategic communication platforms within Santander support the bank’s digital transformation agenda. Our focussed & motivated product teams of exceptionally talented agile technicians, working hand-in-hand with our operations & business colleagues to deliver a fully capable, end-to-end communications platform.

The difference you’ll make:

• Assisting our product teams and 3rd parties with the diagnosis of incidents based on impact and with a focus on the end customer
• Evaluating incidents that have common root causes or repetitious qualities, making recommendations to appropriate functions to improve performance
• Supporting our governance framework for the 3rd party vendors utilised within our communications platforms
• Ensuring any impact or risk to our customers are continually assessed and kept to a minimum when unavoidable
• Providing direction to our technical teams on when best to perform change, so we protect service and minimise risk

What you’ll bring:

These are the essential requirements you need to be successful in this role:

• Supplier management experience
• Experience in the complex diagnosis and resolution of software or service incidents in the financial or similar large-scale industry
• Experienced in incident management lifecycle – Respond, Recover and Learn
• Able to support through a 24/7 on call rota

It would also be nice for you to have:

• Knowledge of the technologies and software systems used in the banking industry, with specific focus on customer communications systems
• Ability to work independently and be self-motivated
• Experience of delivering 3rd party change

What else you need to know:

This is a permanent role based in our Unity Place office, Milton Keynes.

On call support will be one week at a time, you’ll received a standby allowance even if you are not called and overtime when contacted to provide support.

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 – A 60 minute virtual interview consisting of a range of competency and technical questions.

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.

• £500 annual cash allowance to spend on our great range of benefits.
• 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.
• 27 days’ holiday plus bank holidays, which increases to 28 days after 5yrs service, with the option to purchase up to 5 contractual days per year.
• Free access to a range of digital health services, including GP.
• 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.
• 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.
• Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments.
• Share in Santander’s success by saving or investing in our share plans.
• Support your favourite causes through charitable giving and our community partnerships.
• 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 [e-mail] or call 0870 414 9080.