We have been awarded the “Most Loved Workplace”! At Metro Bank, people come first – our culture is all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.
What you will do:
1. Accountable for managing the Service Management function, ensure ITIL processes are adhered to in managing and maintaining important business services and ensuring the enterprise governance process is adhered to.
2. Responsible for managing and leading on service issues such as IT incidents.
3. Lead a team of managers responsible for Service, Problem, Configuration, Change release management, and resilience.
4. Responsible for the main point of escalation for the bank's enterprise change and governance process.
5. Managing suppliers and third parties providing IT support and Services ensuring costs are managed within the provisioned budgets.
6. Responsible for the ITSM strategy including all change and governance.
7. Ensure processes and controls are robustly managed and expected within the SLA/KPIs and the Bank's IBS (Important Business Services).
And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues, and Metro Bank and have the courage to call out any concerns.
What you will need:
1. Understand the risks associated with your job and what that means for you, Metro Bank, and all our stakeholders.
2. Proven track record on leading ITSM or service function, ideally within a regulated Financial Services role.
3. Experience in managing supplier relationships.
4. Strong people management and leadership skills.
5. Knowledge of the application life cycle & maintenance strategy.
6. ITIL Foundation as a minimum, and ideally ITIL Strategic Leader and/or ITIL Master.
7. Knowledge of budgeting and financial management.
Our promise to you…
1. We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
2. We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!).
3. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.
Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates. Good luck!
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