Technical Service Specialist

Position: Technical Application Service Specialist
Location: City of Edinburgh

End Date

Tuesday 09 December 2025

Salary Range

£65,385 - £72,650

We support flexible working –  for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

Join our mission to reduce harm to communities by strengthening the Group’s ability to prevent, detect and respond to economic crime. As part of the Economic Crime Prevention Platform, you will play a critical role in driving innovation within ITIL processes, improving operational resilience and introducing next-generation technology to support the Group’s transformation.

This is a senior-level role where you will combine deep ITILexpertisewith a passion for innovation. You will collaborate with engineers, service managers, and partners to modernise processes, implement automation, and deliver measurable improvements. You will need strong communication skills, hands‑on technical capability, and a continuous improvement mindset.

Job Description

JOB TITLE
:
Technical Application Service Specialist

SALARY: £65,385 - £70,000

LOCATION(S): Leeds or Edinburgh

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in one of the above offices

About this opportunity

This role is pivotal in evolving our IT Service Management capability, embedding innovation into ITIL practices, and enhancing the efficiency, reliability, and scalability of our services. A core focus of this position is leveraging artificial intelligence to transform how we manage and improve ITIL processes!

Lead the adoption and integration of solutions like automation, predictive analytics, and intelligent incident management. Ensure our service operations are modernized and ready for the future. By championing AI innovation, you will help shape a culture where data-driven insights and advanced technologies drive continuous improvement and operational excellence!

Key responsibilities:

• Lead the design, implementation, and integration of AI-driven solutions to automate ITIL processes, enable predictive analytics, and deliver intelligent service management improvements.
• Drive innovation within ITIL processes, introducing automation and modern tooling.
• Analyse and optimise incident, problem, and change workflows for efficiency and resilience.
• Implement new technologies to improve service delivery and reduce operational risk.
• Collaborate with engineering teams to design and deploy solutions that enhance reliability.
• Lead service improvement initiatives, including monitoring, alerting, and predictive analytics.
• Mentor colleagues on innovative practices and emerging technologies.
• Contribute to strategic planning and technical decision-making across the platform.

About us

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you'll need

• Ability to evaluate AI technologies, design AI-driven solutions, and integrate them into ITIL processes to enhance automation, predictive analytics, and service optimisation.
• Strong understanding of ITIL principles and experience in service management.
• Proven track record of driving process improvement and implementing automation.
• Understanding of supervised, unsupervised, and reinforcement learning; experience with neural networks (CNNs, RNNs, LLMs).
• Ability to clean, preprocess, visualise, and analyse large datasets; strong grasp of statistics.
• Skills in deploying models to production, maintaining ML pipelines, and using cloud platforms (AWS, Azure, GCP).
• Building and integrating APIs for AI solutions.
• Proficiency with Git and modern development practices.
• Ability to evaluate and introduce emerging technologies to improve service delivery.
• Excellent stakeholder management and communication skills.
• Self‑motivated with a continuous improvement and innovation mindset.
• Experience with monitoring and observability tools (e.g., Dynatrace, Splunk).

Desirable experience

• Strong skills in Python (most common), plus Java, C++, or R. Familiarity with libraries like Tensor Flow, PyTorch , and scikit‑learn.
• Knowledge of cloud platforms (Azure, GCP, OCP).
• Understandi…