Team IT & Change
Location Holborn Office
County Central London
Ref # 22865
Closing Date 14-Mar-2025
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:
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As the Lead IT Service Manager, you will be responsible for managing a team to govern and assure the delivery of service from partners and suppliers to ensure outcomes meet Metro Bank’s requirements and are in line with contractual obligations
* Provide governance assurance by reviewing holistic outcomes from partners and suppliers to ensure quality requirements are achieved
* Own relationships with key business stakeholders, manage escalations and challenges where Technology’s performance is not meeting expectations
* Ensure ITL processes are being adhered to, controls are being met and the team are monitoring SLA’s/KPI’s to ensure effective control and support of service delivery
* Policy & Process Ownership - you will be responsible for operational delivery and outcomes from a set of IT Service Management (ITSM) processes and documentation is kept up to date
* Major Incident Management/Problem Management – you will maintain overall responsibility for this technology process to restore service as quickly as possible
* Technology Resilience – Ensure compliance with to tiering standard and that disaster recovery tests are conducted to evidence resilience of service
* Own and deliver the Continual Service Improvement process within Metro Bank
* Service Desk Management – Govern and assure outcomes from the outsourced function comply with the Bank’s processes, controls and policies and that agreed SLA’s are met by the partner and implement service improvement plans when necessary
* Product Owner - Drive ITSM tooling changes that underpin improvements, deliver value and mature ITSM.
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 ability to call out any concerns.
What you will need:
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Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
* Experience managing technical support or service delivery teams, particularly in a multi service environment
* Knowledge of Service Management tools ServiceNow, Jira etc.
* Knowledge of SIAM implementation & transformation
* Extensive experience with ITIL & Agile methodologies within a managed service environment
* Excellent stakeholder management and collaborations skills
* Experience of developing core service management processes and reporting
Our promise to you…
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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!
* 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!).
* 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.
Important Footnote
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!