Service Delivery Platform Run Lead | Major Incident Manager | Leeds, UK

Leeds Building Society; Leeds; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A financial services organization in Leeds is seeking a Service Delivery Platform Run Lead | Major Incident Manager to oversee operational resources and manage critical applications. The ideal candidate will have extensive experience in ITIL service management and incident management, along with strong collaborative skills. This role offers a hybrid working model and various benefits including an annual bonus and matched pension contributions.

Benefits

Annual bonus up to 12%

Hybrid working (60% remote)

Matched pension contributions up to 10%

26 days holiday plus bank holidays

Two volunteering days per year

Qualifications

• Proven experience in ITIL service management and operational support.
• Experience in managing major incidents.
• Experience coordinating with third-party suppliers.
• Line management experience is desirable.
• Strong collaboration skills with senior stakeholders.

Responsibilities

• Manage daily operational support and service management activities.
• Lead major incident management processes.
• Coordinate with third-party suppliers and conduct service reviews.
• Collaborate with senior stakeholders to ensure service quality.

Skills

ITIL service management

Major incident management

Supplier management

Collaboration

Interpersonal skills

Tools

ITIL v4

Job description

Service Delivery Platform Run Lead | Major Incident Manager

Location: Leeds, United Kingdom

Contract: 12 Months Fixed Term

Leeds Building Society has been helping members save for their future and buy homes since 1875. Join us to play a vital role in making home ownership accessible for more people, generation after generation.

Role Overview: As our Service Delivery Platform Run Lead | Major Incident Manager, you will lead operational resources managing our platforms, focusing on service excellence in day-to-day support and service management, especially for our mortgage origination platforms. You will oversee the support of approximately 30 critical applications, collaborate with senior stakeholders and third parties, and manage a small team of Support Analysts.

Key Responsibilities:

• Manage daily operational support and service management activities.
• Lead major incident management processes.
• Coordinate with third-party suppliers and conduct service reviews.
• Collaborate with senior stakeholders to ensure service quality.

Qualifications and Experience:

• Proven experience in ITIL service management and operational support within a complex IT environment.
• Experience in major incident management.
• Experience managing third-party suppliers.
• Line management experience is desirable.
• Strong collaboration skills with senior stakeholders.
• Knowledge of ITIL v4 frameworks.
• Excellent interpersonal skills and a curious, collaborative attitude.

Benefits:

• Annual bonus up to 12%
• Hybrid working (60% remote)
• Matched pension contributions up to 10%
• 26 days holiday plus bank holidays and holiday purchase scheme
• Two volunteering days per year

Join a purpose-driven organization that values diversity and inclusion, recognized with awards such as the Inclusive Employers Gold accreditation and the Leading with Purpose award.

Application Deadline: 7th August 2025

We encourage you to apply early as the vacancy may close before the deadline. Leeds Building Society is committed to equal opportunities and supporting applicants with reasonable adjustments. Contact us at [e-mail] for more information.