Senior Manager - IT Delivery & Service Management

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About The Role

Contract type: Permanent

Hours: Full-time, 35 Hours

Location: Head Office, Nottingham (hybrid working, 2-3 days a week onsite)

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact [email protected]

We are on the lookout for a Senior Manager for IT Service Delivery and Service Management to oversee our IT Service Delivery team, setting and driving a strategy that ensures all IT services are delivered with excellence.

You'll play an important role in not only managing and improving our IT service functions but also in ensuring that each customer interaction reflects our commitment to quality and efficiency.

This role calls for an exceptional leader with a passion for operational excellence, strategic planning, and customer satisfaction. You will be responsible for defining and managing ITIL processes and you'll take ownership of strategic supplier relationships and play a key role in communication and reporting at the Executive Committee level.

With opportunities to deputise for the Director of Technology, this role offers visibility and influence, allowing you to shape the future of IT service management at Nottingham Building Society. If you're ready to lead with innovation, drive continuous improvement, and bring out the best in an IT team, we'd love to hear from you!

Here's a taste of what you will be doing as a Senior Manager - IT Service Delivery & Service Management at Nottingham Building Society: -

• Develop and implement service delivery strategies in alignment with the organisation's objectives.
• Build and lead a high performing team, which integrates positively into the wider technology directorate and across the Society.
• Set a culture of effective people leadership to enable you and your team to thrive in delivering our purpose, embedding our strategic and behavioural drivers.
• Set the standards of a high performing service desk and develop and maintain standard operating procedures (SOPs) and best practices for service delivery.
• Set the framework and hold accountability for your team to deliver high quality incident management and problem management processes.
• Monitor and report to Exco, regulatory bodies and other key stakeholders, on key performance indicators (KPIs) related to service delivery, including service level agreements (SLAs) and customer satisfaction metrics.
• Implement and take accountability for maintaining ITIL aligned IT operations capability.
• Build and maintain strong relationships with key stakeholders across the Society, managing expectations of senior stakeholders.to support collaborative working.
• Coach, mentor, and develop your team to ensure they can deliver their best work, supporting a culture of continuous learning and development.

About you: -

• Strong leadership skills with the ability to motivate and manage a diverse team.
• Ability to develop and implement long-term service delivery strategies.
• Proven experience in managing large-scale service delivery operations and setting of supporting strategies.
• Ability to manage multiple projects simultaneously, ensuring they are completed on time and within scope.
• Influential personality with the ability to empower and encourage and to articulate ideas and information with gravitas, securing executive level assurance and advocacy.
• Deep understanding of customer needs and a commitment to delivering high-quality service.
• Innovator-actively and continually evolving service, while remaining cost effective and in tune with industry standards

Reward & Benefits -

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, car allowance, 27 days annual leave (increasing to 29 days from January) plus bank holidays, holiday purchase scheme (buy up to 5 days per year) and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• Flexible and hybrid working to encourage a work life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda - we're continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We're passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together: -

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About Us

We are a mutual, which means we don't have shareholders. Instead, we're owned by our members and use our money to do good, investing in our community, responsible causes, and - well, you. So, we're always striving to do the right thing for our team, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.