Senior Service Operations Manager

at  Cumberland Building Society

Working at the Cumberland, you become part of something special. We’re a Mutual organisation, committed to improving the lives of our colleagues, customers, and community. Our values are incredibly important to us.
We’re on an exciting transformational journey with our people firmly at the forefront of our plans. If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you.
As our Senior Service Operations Manager, you will be responsible for overseeing the day-to-day operations of our IT services to ensure smooth delivery and optimal performance. This role requires a strategic mindset, strong leadership skills, strong vendor management skills and an overarching technical understanding to manage a team that will drive operational excellence across our services offering.

QUALIFICATIONS AND EXPERIENCE

• Previous experience of working in an IT Service Management role with stakeholder management responsibilities.
• Proven experience using a range of agile project management methods
• Proven experience balancing multiple priorities and dealing with ambiguity
• Demonstrable knowledge of operations management, including staffing, infrastructure, technological and change management.
• First degree or equivalent, preferably in a science or technology discipline, or substantial relevant business experience.
  We’re here to create a banking experience that’s kinder to people and planet.
  Unlike banks, we don’t have public or private shareholders which means we can invest 100% of our profits back into our business. As a result, our business is purpose-led, financially strong, socially responsible and always focused on our people, planet and communities

Main responsibilities include:

• Lead and manage the Technology Service teams, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction.
• Monitor service performance metrics, identify areas for improvement, and implement strategies to enhance service quality and efficiency.
• Develop and maintain service level agreements (SLAs) and Operational level agreements (OLA) with stakeholders and ensure adherence to agreed service levels.
• Supporting the continuous improvement of IT services across the organisation
• Responsible for maximising the number of successful IT changes by ensuring that risks have been properly assessed authorizing changes to proceed and managing the change schedule.
• Incident Management: Oversee and respond to Technology incidents and emergencies. Develop and maintain an effective incident response plan, ensuring that the team can quickly address and resolve issues to minimise downtime and maintain business continuity.
• Strategic Planning and Innovation: Contribute to the overall IT strategy and lead initiatives that drive technological innovation and operational improvements. Stay informed about technological trends and advancements to recommend solutions that enhance productivity and efficiency.
• Team Leadership and Development: Manage and develop high-performing service teams. Provide leadership, set clear objectives, offer training and development opportunities, and foster a culture of continuous improvement and accountability.
• Vendor and Stakeholder Management: Manage relationships with external vendors and internal stakeholders. Manage service agreements, ensure that service levels meet organisational needs, and communicate effectively with stakeholders to align IT services with business objectives.
• Develop, update, and enforce IT policies and procedures in alignment with industry standards and organisational goals.
• Manage relationships with third-party vendors and service providers, ensuring compliance with contractual agreements and service expectations.