Technical Service Specialist

Technical Application Service Specialist

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This position takes a leading role in enabling the Group's ambition to modernise our digital capabilities whilst serving our current digital demand.

As a Technical Application Service Specialist, you'll help deliver great customer experiences, contribute to service strategy, and manage high-priority service issues. You'll have the opportunity to service our legacy core systems or digital services, with two dynamic roles available to make a lasting impact.

Your deep technical expertise will enable you to work within or lead cross‑disciplinary teams, resolving service‑related and management issues while ensuring technical priorities are met.

This role emphasises strategic thinking, process improvement, and cross‑functional collaboration to elevate overall service quality.

• Lead the Legacy Maintenance & Migration Service or Workplace Digital team to ensure high quality delivery of tasks, aligning with Lab agile methodologies.
• Act as Lead SME for any incident resolution relating to underlying applications or online service.
• Ensure a continuous focus and improvement on service stability and observability. Lead trend analysis to improve service and own all lifecycle management activities on tools including Service Now.
• Influence the technical direction of the lab by mentoring your teams and ensuring the delivery of robust, scalable, secure and innovative solutions.
• Collaborate closely with product owners, architects, engineers and developers, to prioritise and deliver the roadmap and key controls.
• Make sure that a portfolio of suppliers delivers required levels of service while reporting to senior colleagues.
• Foster an engineering culture of experimentation, learning and continuous innovation while shaping and contributing to the overall technical strategy.
• Play an active part in the Engineering Leadership team, supporting others & directly reporting into the Lab Service Lead (TASS) on either the Individual or Workplace parts of the Accumulation platform.
• Identify shortcomings in current compliance processes, systems and procedures; develop ad hoc solutions to immediate problems within assigned unit and/or discipline.
• Grow own capabilities by pursuing and investing in personal development opportunities and develop the capabilities of direct reports by working within existing development framework; provide specialised training or coaching in area of expertise to others throughout the organisation.

• Technology Expertise – Provide deep technical insights and lead the resolution of complex service‑related issues within our source business systems and our web technologies. Proven ability to implement system changes and ensure operational stability.
• Operational – Take full ownership of system availability, performance, and currency, accepting 24/7 accountability. Proven experience improving run operations for high‑availability systems, including automation, monitoring, and observability. Demonstrable experience of incident resolution, war room support and root cause identification. Troubleshoot, debug, and resolve technical issues and challenges. Explain and prioritise problems and their possible solutions with colleagues and other partners.
• Leadership – Deliver standards and ensure solutions align with business goals and architecture. Implement the engineering service strategy and standards across the platform by focusing on methods and collaborating to embed them throughout end‑to‑end engineering activities. Ability to support diverse engineering change in an agile environment, with strong collaboration and communication skills. Responsible for line management, coaching, mentoring and promoting standards across Product & Engineering.
• Governance – Manage third‑party relationships and support regular Governance meetings, with a focus on service performance, security and controls.

• Cloud Platform – Familiarity with the development and maintenance of resilient systems on cloud platforms including currency…