Service Management Lead

We are seeking an experienced Service Management Lead to support BPMS Digital Service Management within GTSM. This role will be responsible for end-to-end run-the-bank service ownership across critical payments platforms, driving resilience, control adherence, and operational stability, while partnering closely with technology, operations, and senior stakeholders across BPMS.

To be successful as a Service Managerment Lead, you should have:

• End-to-end Service Management leadership across incident, problem, change, resilience, and controls in large-scale payments production environments.
• Risk, control, and resilience expertise with the ability to translate operational risk, audit, and cyber requirements into actionable remediation.
• Proven major incident leadership and stakeholder management at CIO/COO level, driving decisions and communications under pressure.

Some other highly valued skills include:

• Experience with observability, SRE practices, and automation tooling (e.g., App Dynamics, ITRS, ELK) to improve MTTR and reduce manual effort.
• Experience operating in a global delivery model across vendors, offshore teams, and multi-region support structures (UK/India/US).
• Strategic service improvement mindset with the ability to drive data-led transformation using KPIs, dashboards, and maturity frameworks.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, communication skills and interaction with a diverse range of stakeholders, as well as job-specific technical skills .

This role is based out of our office in Knutsford, Cheshire.

To manage the IT Services department and set the strategic direction, provide support to the bank's senior management team, and to manage IT Service risk across the organisation management of IT Services to support the banks operations and representing Technology service performance with senior stakeholders and managing IT service risk across the organisation.

• Development of strategic direction for IT Services, including the implementation of up-to- date methodologies and processes.
• Management of the IT Services department, including oversight of IT Services colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.
• Relationship management of IT Services stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
• Development and implementation of policies and procedures for IT Services, implementation and adherence of control targets and standards, policies and procedures for IT Services, managing adherence to group SLAs and controls associated with core technology production activities in incident, problem, and change.
• Management of IT Services risk, including identification of potential IT Services risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s change and compliance functions.
• Monitoring the financial performance of the IT Services department, including revenue, profitability, and cost control, driving value from any commercial agreements, strong management of any directly controlled costs etc.
• Management of IT Services projects, including driving successful research and related product launches, and deliverance of integrated solutions to clients.
• Effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations.

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalates breaches of policies/procedures.
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as…