Service Operations Lead

Leeds Building Society; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Bonus up to 12%

Pension matched up to 10%

26 days holiday

Volunteer days

Mortgage and Saver products

Job summary

Leeds Building Society seeks a Service Operations Lead to guide 6 analysts in alerting, monitoring, and maintaining service health. You will drive incident management using Dynatrace, coordinating cross-team responses and communications during outages.

The role offers hybrid working with two days in the office and a chance to shape IT service excellence. We value strong leadership, cloud experience, ITIL familiarity, and stakeholder engagement to deliver reliable services and improve our

Qualifications

• Strong, visible people leadership guiding performance and coaching across teams.
• Experience leading alerts/monitoring for multiple services using Dynatrace.
• Experience deploying, monitoring, and troubleshooting large-scale distributed and cloud solutions.

Responsibilities

• Lead 6 Service Operations Analysts to alert, monitor and maintain service health.
• Drive incident management with clear leadership and communication during outages.
• Coach and develop talent while maintaining high performance and stakeholder engagement.

Skills

People leadership

Incident management

Stakeholder management

Tools

Dynatrace

ITIL

Job description

How you'll help us live our purpose

We've been helping our members save for their future and buy their own home since 1875. Join us and you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do. And you can play your part too – join our team as our Service Operations Lead on a 12 month Fixed Term Contract

How you'll make a difference

Your exceptional leadership capabilities will inspire and empower, as you lead 6 Service Operations Analysts who alert, monitor and maintain our service health. We're proud of our inclusive culture and you'll preserve and elevate this; inspiring people through authentic role modelling of our behaviours, while deliberately and consistently driving high performance as you coach and nurture talent. With practical, hands on expertise in Dynatrace, you'll drive incident management providing leadership and communication to resolution.

What will you bring to the role?

• Strong, visible people leader who role models, cares, connects and coaches to drive performance, change, positive engagement and deliver against challenging objectives.
• Previous experience in a similar role, leading alerts and monitoring for several services, using Dynatrace.
• Experience in deploying, monitoring and troubleshooting large scale distributed and cloud solutions.
• ITIL Service Management Framework within complex IT environments.
• Self starter, with strong stakeholder management skills and the ability to influence at all levels.

In return, you'll get the best from us:

• Hybrid working – 2 days per week in the office
• Annual bonus up to 12%
• Matched pension contributions up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme
• Colleague Mortgage and Saver products
• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose us? Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You’ll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.