Seior Service Quality Manager

Role

Title:

Senior Service Quality Manager

Duration: 12 month initial contract

Location: Sheffield, Hybrid 3 days per week onsite

Rate: up to £460 p/d Umbrella inside IR35

Role purpose / summary

Our client is in need of a Service Quality Manager who not only has past experience in Java application production support but has also demonstrated expertise in a wide variety of automation processes to improve efficiency and effectiveness.

This is a senior role, where someone who has been an application owner can drive the development teams to improve resilience and reduce incidents. The ideal candidate would also work on shifting left and automating processes, reviewing every incident, and drive the Dev teams to work on preventative and permanent fixes to enhance overall processes.

Focus Areas:

• Mission-critical production support (L1/L2 with L3 coordination)
• Incident & problem management (RCA, reduction of repeat incidents)
• Monitoring/Observability (Splunk, AppD, Grafana)
• SRE/Dev Ops collaboration (automation, CI/CD, resilience)
• Regulatory compliance & security in banking environments
• Team leadership across regions/time zones

Must-Have Experience

• 8-12 years in IT production support/operations for complex, global banking applications
• Proven in incident management (Major Incident response, triage, SLA management, RCA facilitation)
• Hands‑on with monitoring & logging:
  Splunk, App Dynamics, Grafana
• Strong in Unix/Linux & Windows, networking basics (TCP/IP, DNS, firewalls), and SQL (Oracle, Postgres; Mongo
  
  DB nice‑to‑have)
• Dev Ops exposure:
  Jenkins/Git Lab CI, Git/Git Hub, CI/CD pipelines, Ansible
• Containers & Cloud:
  Docker, Kubernetes; exposure to AWS/Azure/GCP
• Comfort with Java application support (log analysis, threads, JVM basics)
• Compliance mindset: understands data protection, resilience, disaster recovery in banking

Nice-to-Have

• Kafka, Vault/Secrets management, Terraform
• Experience with Service Now/Jira for Incident/Problem/Change
• Prior work in OBKYC, CIB, or Private Banking onboarding flows
• Coordinated with SRE/Dev Ops globally (follow-the-sun model)

Onboarding and Know Your Customer (OBKYC) Value Stream

The Onboarding and Know Your Customer (OBKYC) Enabler Value Stream has been established to deliver common, group-wide onboarding and KYC capabilities and services. It brings together business, operations and technology colleagues to co‑design and build solutions to deliver better products and services for our customers.

This value stream is intended to deliver towards our Future State Architecture (FSA) and the Digital Acceleration Programme - enabling a consistent approach in how we deliver change across the bank to facilitate improving the experience of our customers, the resilience of our infrastructure, and allow us to embrace innovative technologies.

Our global businesses, operations and technology teams work closely together to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply, and securely.

We are investing heavily across these domains, and to accelerate achieving our vision, we are seeking an experienced Service Quality Lead to join the Client Services and OBKYC Technology group. The role can be based in Poland or Canada but will work with our teams globally.

About Onboarding and Know Your Customer Value Stream

OBKYC scope incorporates onboarding products, platforms, and a delivery capability particularly suited to client‑aligned agile delivery  products provide our CIB and Private Banking client base with onboarding capabilities to enable a best‑in‑class staff and client experience. Solutions are tailored to suit the client's needs, from Treasury depts of large multi‑nationals to sole traders.

The Opportunity:

As part of our ongoing growth and transformation journey, we are seeking an experienced Service Quality Lead to join the team.

In this role, you will:

Incident Management:

• Monitor, troubleshoot, and resolve production incidents for local and global banking applications in a timely manner to minimize downtime.
• Provide L1 and L2 support, including initial triage, diagnostics, and resolution, and collaborate with application support teams and vendors for…