At Nat West Boxed, we’re a high performing team that’s always on the lookout for exceptional people. We encourage an inclusive and diverse working environment, where teamwork, input and collaboration is valued no matter your level.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Service Manager

• As a Service Manager, you’ll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously and learning and living our principles
• You’ll provide excellent service to our customers through the delivery of one or more service management disciplines, such as incident, problem, change, configuration, capacity, availability or configuration management
• The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills

What you'll do

In this role, you’ll be dealing with clients, regulators, third-party vendors, and payment schemes. You'll also be leading the incident management process, ensuring timely resolution of incidents, minimising impact on services, maintaining accurate records and ensuring timely and effective communication of status to clients and stakeholder. This role requires you to be part of a shared 24/7 on-call rota.

Day-to-day, you’ll be:

• Manage Post Incident Review/Post-Mortem process to assist the timely identification of root causes of incidents and implementation of solutions to prevent recurrence, ensuring continuous improvement.
• Manage relationships and SLAs with third-party vendors, ensuring they meet performance standards and contractual obligations
• Oversee the monitoring and event management processes to ensure proactive identification, responder notification and resolution of potential issues
• Handle high-pressure, time-critical situations in a calm and measured way, thinking critically to assess impact and communicate status to various stakeholders
• Record, assimilate, synthesise and visualise large amounts of service performance related data and create automated reporting packages intended for key stakeholders

The skills you'll need

We're looking for someone with a strong customer focus in their work, as well as a background in technical support. You’ll need excellent interpersonal skills and a keen eye for detail. A broad understanding of our business and its customers would also be an advantage.

On top of this, you’ll bring:

• Proven experience in a similar role within a bank or Fin Tech organisation
• Experience dealing with clients, regulators, third-party vendors, and payment schemes
• Strong analytical and problem-solving skills and ability to handle high-pressure situations and make critical decisions
• Ability to define, implement, and continuously improve processes
• Familiarity with service management tooling, monitoring and alerting tooling and general understanding of cloud based distributed microservice architecture in an agile, devops environment

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