Service Delivery Manager

NatWest Group; Bristol; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading banking institution is seeking a Service Delivery Manager to enhance service stability and manage technical support. The successful candidate will influence stakeholders and deliver on service management disciplines. Key qualifications include advanced knowledge of service management, excellent communication skills, and experience working with senior management. This role includes a 24x7 on-call rota. Competitive benefits and a collaborative team environment are offered.

Qualifications

• Advanced knowledge of service management.
• Experience working with senior management.
• Ability to communicate complex concepts.

Responsibilities

• Manage technical and operational support for services.
• Enhance service recovery processes.
• Provide MI to support business decisions.
• Participate in a 24x7 on-call rota.

Skills

Advanced knowledge of technology service management disciplines

Strong communication skills

Understanding of customer impacts

Ability to work on own initiative

Sound knowledge of Excel, Word, PowerPoint

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