Technology Service Relationship Manager

at  Metro Bank PLC

Team IT & Change
Location Holborn Office
County Central London
Ref # 22790
Closing Date 09-Feb-2025
We have been awarded the “Most Loved Workplace”! At Metro Bank, people come first – our culture is all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.

OUR PROMISE TO YOU…

• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!).
• We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.
  Important Footnote
  Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!

• As the Technology Service Relationship Manager. you will govern and assure the delivery of service from partners and suppliers to ensure outcomes meet the Bank’s requirements and are in line with contractual obligations
• Manage relationships with key business stakeholders, manage escalations and challenges where Technology’s performance is not meeting expectations
• Ensure governance and assurance of service delivery and making sure ITSM processes are followed, SLA’s are met, Suppliers & Partners are engaged and supplier performance is managed and escalations are handled effectively
• Focusing on continual service improvement across people, process and technology and driving capability maturity
• Own the policy & processes set out in ITSM including INC, PRB, Request & SLM. Regular review & partner collaboration will make sure the Bank adheres to all compliance standards
• Dealing with major incident & problem management, managing the incident lifecycle, continual review of outputs and communicating with the relevant regulators
• Maintaining overall accountability for relevant technology process, including command and control, communication, bridges and priority assessment
• Co-ordinate ITSM tool changes with Product Owner, focusing improvements across the bank and ensuring that ITSM tools are used correctly
  And… we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.