Location: Leeds or London Description Work for an organisation steeped in history with a front row seat for the digitalisation of the financial sector, and the rise of Fintech A core organisational strength, with our people at our centre, Technology enables the Bank of England to deliver its mission by providing a diverse set of technical solutions and platforms. Support critical systems which underpin the UK economy and be part of a team that's constantly evolving, just like our industry We take pride in our people, with backgrounds and experiences as diverse as the solutions they provide. You'll enjoy flexible working opportunities, a solid sense of community and well-being, and a collective mission to promote the good of the people of the UK. All of which add up to make the Bank a hugely rewarding place to work. Job Description As a Technology Service Manager you will be responsible for the definition, quality and improvement of live IT services, with a specific focus on the new Real-Time Gross Settlement eco-system. As such you will represent both Technology and Business Service Owners whilst driving forward a service culture, where knowledge of business processes combined with quality IT services ensure that together we deliver the Bank's mission. The main focus is on building and leading effective relationships with both Business and Technology stakeholders to ensure the reliable and consistent delivery of these services to meet the business needs. Key Responsibilities: Quality The principal IT and escalation contact for the business in relation to live service performance, ensuring service level requirements are met and providing operational and service reviews for senior business owners. Driving the attainment of service level agreements across the Technology Directorate by participating in and on rotation, chairing a cross-Technology service level review meeting. Building and maintaining senior Business and Technology relationships, particularly with Service Business Owners. Managing business expectations and understanding colleague perceptions so services are delivered and maintained to meet their requirements in line with Technologies capabilities. Support the Technology major incident process to confirm business impacts, ensuring that the business is supported and informed, and the impacts are effectively represented within Technology. Also, attendance at post incident reviews, providing clarity and assurance to business areas on mitigating actions. Definition A good knowledge of business processes, often spanning multiple business areas, where an appreciation of needs for service and business priorities is key. Also, to hold a high level technical understanding of the IT services they represent and the opportunities they offer to the business. Early engagement in the project lifecycle through to service introduction, ensuring the service requirements are fully defined, understood, approved and implemented. Own the definition of the IT Service offering provided into the business and ensure they are maintained. Agree acceptance criteria to ensure smooth transition from project delivery warranty periods to BAU live service operations for new and changed business services Contribute to the Service Management Strategy and the development of it. Improvement To identify and lead opportunities for continuous service improvement through a comprehensive understanding of business needs and supporting technologies. To be a recognised role model of Bank values, service culture and adoption of best practice. Role Requirements Minimum Criteria Demonstrable experience in senior stakeholder management The ability to clearly articulate to varied collaborators and to translate complex, technical matters for a business audience, resolving conflict and driving consensus around change agendas. Demonstrable focus on colleagues' user experience of the services they consume and their ongoing requirements Experience working in an operational management role within a sophisticated stakeholder environment Experience of developing best practise policies, processes and procedures that align closely with ITIL. Essential Criteria Very good interpersonal communication skills Ability to communicate and influence at all levels with confidence and clarity, building long term relationships Desirable Criteria Project or delivery management experience, possibly across parallel workstreams with tight deadlines Knowledge of the Payments Directorate business area of the Bank. Experience of reviewing and negotiating service levels ITIL v4 accreditation Hands on experience with industry leading IT Service Management platforms. This role may require line management responsibilities. Our Approach to Inclusion The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve. At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it's by drawing on different perspectives and experiences that we'll continue to make the best decisions for the public. We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed. For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders. Finally, we're proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the 'Candidate Personal Information' under the 'Disability Confident Scheme' section of the application. Salary and Benefits Information We encourage flexible working, part time working and job share arrangements. Part time salary and benefits will be on a pro-rated basis as appropriate. We offer a salary as follows: Leeds circa £62,640 - £70,470 London circa £69,600 - £78,300 In addition, we also offer a comprehensive benefits package as detailed below: A non-contributory, career average pension giving you a guaranteed retirement benefit of 1/95th of your annual salary for every year worked. There is the option to increase your pension (to 1/50th) or decrease (to 1/120th) in exchange for salary through our flexible benefits programme each year. A discretionary performance award based on a current award pool. A 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits. 26 days' annual leave with option to buy up to 12 additional days through flexible benefits. Private medical insurance and income protection. National Security Vetting Process Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice. The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited. The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis. The Application Process Important: Please ensure that you complete the 'work history' section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It's therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process. This role closes on 4 April 2025. The assessment process will comprise of two interview stages. Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.