Service Delivery Analyst | S2 | CIO

TN United Kingdom; Milton Keynes; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Service Delivery Analyst to enhance their Customer Engagement Technology Team. This role is pivotal in transforming communication platforms and ensuring seamless customer interactions. You will leverage your supplier management skills and incident resolution expertise to support a digital journey that benefits both customers and internal teams. Join a collaborative environment where your contributions will drive significant improvements in service delivery. If you're passionate about making a difference in a dynamic setting, this opportunity is for you.

Benefits

Competitive salary

Annual cash allowance for benefits

Discretionary performance-related bonus

Employer pension contributions

Holiday entitlement with additional purchase options

Access to digital health services

Death-in-service protection

Employee discounts on retail and travel

Voluntary healthcare benefits

Special staff rates on Santander products

Qualifications

• Experience in supplier management and incident management.
• Ability to diagnose and resolve software incidents.

Responsibilities

• Assist product teams with incident diagnosis focusing on customer impact.
• Support governance framework for third-party vendors.

Skills

Supplier management experience

Incident management lifecycle

Complex diagnosis and resolution

Self-motivated

Job description

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Service Delivery Analyst | S2 | CIO, Milton Keynes

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Client:

Location:

Milton Keynes, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

553632708c71

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Join our community. We have a fantastic opportunity to join the bank as a Service Delivery Analyst 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 focused & motivated product teams of exceptionally talented agile technicians work 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 third 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 third-party vendors utilised within our communications platforms
• Ensuring any impact or risk to our customers is 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 an 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 third-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, with a standby allowance even if not called and overtime when contacted to provide support.

We support flexible working patterns; the expected attendance in the office is at least a few days per month (pro-rata for part-time roles). Please consider your travel distance, time, and costs when applying.

We’re happy to discuss specific working arrangements during the recruitment process. If you’re interested in part-time hours or job-sharing, we’d love to hear from you.

Application process:

If successful, a recruitment team member will contact you for a short call to discuss your background and expectations. If both sides agree, your CV will be sent to the hiring manager for review. The interview process includes:

• A 30-minute virtual interview with competency and technical questions.

Let us know if we can do anything to support your application process.

Inclusion:

At Santander, we’re committed to creating a workplace where everyone feels they belong and can succeed. We celebrate diversity and aim to attract, retain, and develop talented people, living our values of Simple, Personal, and Fair.

How we’ll reward you:

• Competitive salary with a range of benefits.
• Annual cash allowance for benefits.
• Discretionary performance-related bonus.
• Employer contributions to your pension up to a certain percentage.
• Holiday entitlement plus the option to purchase additional days.
• Access to digital health services, including GP.
• Protection benefits like death-in-service and income protection insurance.
• Discounts through our employee platform on retail, entertainment, and travel.
• Voluntary healthcare benefits, including insurance options.
• Share plans and charitable giving opportunities.
• Access to Santander products with special staff rates.

Next steps: