Technical Service Manager - Private Cloud

Lloyds Banking Group; Leeds; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Discounts

30 days holiday

Wellbeing & parental leave

Job summary

Lloyds Banking Group is seeking an experienced Service Manager to lead the Private Cloud service, shaping the direction of the team and collaborating with Senior Leadership, Product Owners and Engineering Leads. The role focuses on delivering service excellence, managing supplier relationships, and driving improvements to ensure resilient, secure platforms and excellent customer outcomes.

You will work in an Agile environment across multiple teams, steering incident responses, post-mortems and

Qualifications

• Proven experience in service management, including supplier/partner relationships.
• Ability to manage budgets and develop cost plans for a service domain.
• Strong stakeholder engagement across senior and cross-functional teams.
• Experience overseeing ITIL processes (incident, problem, change, service continuity).
• Comfort leading large meetings and driving improvements in live services.

Responsibilities

• Lead opportunities in partner commercial arrangements and contract development.
• Manage client relationships and coordinate with senior colleagues on engagements.
• Identify process improvements and drive small change programmes with support.
• Develop and deliver budget plans for the area with guidance from seniors.
• Collaborate with multiple teams to ensure resilient, high-quality service delivery.

Skills

Service Management

Supplier relationships

Budget planning

Stakeholder management

ITIL processes

Incident management

Job description

The Private Cloud team is on a journey creating the next generation technical platform for Lloyds Banking Group that will be at the core of one of the UK's biggest financial service transformations. Our platform is accountable for the end-to-end provision and performance of the Private Cloud as well as the consumable products contained within. Through oversight and governance of supplier activity, we drive all aspects of the platform and product lifecycle to deliver a safe and secure services alongside an excellent consumer experience. We're seeking an experienced, motivated and innovative Service Manager to play a pivotal role in delivering service excellence as well as leading and shaping the direction of our team. You'll work with the Senior Leadership Team, Product Owners and Engineering Leads and partners to support and protect important systems and services as well as driving forward improvements to the live service provision of our Platform. Are you a self-motivator, with a desire to learn and develop your career in technology which underpins the bank's desire to help Britain prosper? This could be the role for you! By working in collaboration with our internal labs, you'll ensure our services are resilient and efficient and get to be directly involved in live service issues, leading/supporting meetings both during an incident and in the subsequent post-mortem reviews. This role involves working in Agile environments, collaborating across multiple teams and disciplines to deliver high quality outcomes at pace. Through innovative thinking, data analysis, process improvement, and cross-functional collaboration, you'll play a key role in driving service excellence and put service at the forefront of everything you do. What you'll do

• Lead opportunities and enhancements within the existing partner commercial arrangements, and the development of new contracts in conjunction with Global Sourcing & Supplier Management
• Manage important client relationships under the supervision of senior colleagues or coordinate relationship management with a group of more transactional clients and customers
• Identify shortcomings and suggests improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management programme with support
• Develop and/or deliver budget plans for own area with guidance from senior colleagues, Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we're committed to creating an environment in which everyone can thrive, learn and develop.
  Please don't be discouraged if you don't meet every requirement, we value candidates who show passion, a strong desire to learn, and can bring additional attributes beyond their technical expertise.
• Proven Service Management experience with supplier/partner relationships
• Confidence to connect with and influence internal customers and external partners at all levels within the organisation.
• Experience working in a fast-paced IT organisation and resilience when faced with conflicting priorities.
• Boldness to challenge the status quo in order to guarantee the best possible customer outcomes
• Confidence in leading and controlling large meetings
• Ability to lead and progress a workload independently
• High level of care and a precise attention to detail
• Ability to deal with challenge, maintaining an independent view of the circumstances
• It would be great if you also had any of the following;
• Good working knowledge of Infrastructure, Cloud Platforms (CaaS, IaaS, AVS, VWware, VCF, Net Apps, Networks)
• Stakeholder & Supplier Management of third-party vendors and internal stakeholders
• Data analysis, insight, and presentation
• Automation & tooling (Power BI, Power Automate, ServiceNow, Dynatrace)
• Utilisation of 'AI' in the workplace
• ITIL processes (incident, problem, change, service continuity)
  At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies