Service Delivery Manager

NatWest Group; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading banking institution in the UK is seeking a Service Delivery Manager to influence stakeholders and improve services. You will manage technical operational support, ensure service stability, and communicate complex concepts effectively. Ideal candidates have a strong understanding of technology service management and excellent communication skills. This role promotes a collaborative team environment with a remote-first approach, showcasing expertise in enhancing customer journeys and operational efficiency.

Qualifications

• Advanced knowledge of technology service management disciplines.
• Experience working with senior management and strong communication skills.
• Ability to work independently and maintain attention to detail.

Responsibilities

• Manage technical and operational support for services and processes.
• Provide leadership and direction for service stability.
• Act as a central escalation point for service recovery issues.

Skills

Technology service management disciplines

Advanced technical knowledge

Communication skills

Incident management understanding

Business liaison skills

Excel, Word, PowerPoint proficiency

Job description

Join us as a Service Delivery Manager

• This role will see you influencing stakeholders at all levels across the bank to improve our services and customer journeys
• You’ll play a crucial role in fostering an environment of continuous improvement and supporting bank-wide stability through your delivery of service management disciplines
• Join a collaborative and innovative team, where you’ll be recognised for your expertise and specialist knowledge of technology service management

What you’ll do

As a recognised specialist, you’ll be managing technical and operational support for services, activities and processes, and providing leadership and direction in support of bank-wide service stability. We’ll look to you to act with pace when recovering or protecting service, and with thoroughness when considering the risk to service.

You’ll also be:

• Providing a central escalation point to the businesses for service recovery issues to enhance the process for speedy resolutions
• Fully understanding root cause and preventative actions by liaising with wider incident management and technology teams
• Providing MI using a variety of channels and approaches, to inform and guide critical business decisions and process improvements
• Participating in a 24x7 on‑call rota that will cover weekends and bank holidays to support the business out of core hours

The skills you’ll need

We’re looking for someone with advanced knowledge of technology service management disciplines and technical knowledge, including platform, technology, products and domains. You’ll also need to be a capable communicator and have the ability to communicate complex technical concepts to colleagues and stakeholders.

Additionally, you’ll need:

• An understanding of incident management and problem management concepts
• The ability to work on your own initiative to deliver optimum business solutions, maintaining attention to detail
• Experience of working with senior management, with strong communication skills
• An understanding of customer impacts with business liaison skills
• The ability to work with wider technology teams and understand technology related issues and solutions
• Sound working knowledge of Excel, Word and PowerPoint to support critical MI production

Hours

35

Job Posting Closing Date: not yet published.

Ways of Working: Remote First