Technology Service Support Lead

The position sits within the I.T group within the Wealth and Insurance business unit, a meaningful role for Wealth & Insurance IT Services in the support and delivery of services to both business & technology teams, working very closely with multiple service partners while driving the IT service agenda and W&I strategy.

This is a hybrid role and can be done anywhere in the Republic of Ireland with the primary office location as Dublin. Travel will be required for in-person teamwork -exact frequency to be agreed with manager. #LI-HYBRID #IJ-HYBRID

What's the opportunity?

The main responsibility of the role is to facilitate excellent application service to our colleagues and customers, while we continually strive to improve ways of working and processes! As a Technology Service Support Lead you will be able to use and grow your technical skills across a wide variety of platforms, working with both internal and external teams.

In this role, you will:

• Lead and Coach technical resources within the Technology Service Support team
• Lead efficiency Change and Ways of Working improvements
• Provide technical support across a suite of applications running across Hybrid of On-Prem and Cloud, where some applications require 24/7 support, maintaining high service standards
• Be proactive in all aspects of Service Management across Incident Management, Problem Management, Service Requests and Organisational Change. Including SLA management, communications plan etc
• Ability to understand different ecosystems and bring issues to resolution
• Identify, investigate and resolve a variety of technical issues affecting business systems and infrastructure. Ensure clear and timely communications and critical issues where appropriate
• Develop strong working relationships with key partners, including business areas, IT project and development teams, risk and compliance and relevant 3rd party suppliers
• Support project delivery through planning, assessment and transition to Live service
• Drive continuous improvements by implementing processes and procedures that provide business value and improve functional performance
• Lead issues and risks optimally ensuring they are identified and actioned in line with controls
• Demonstrate flexibility to cope with changing demands based on business priority

What will make you stand out:

• You will combine the knowledge and experience gained from your career to date, preferably (but not necessarily) in an IT Operations environment within the Financial Services industry, with a strong delivery and customer ethos
• Ability to deliver effective customer management with good communication and influencing skills and demonstrate good customer relationship management will make you stand out!
• You will have the technical ability to understand, fix and articulate sophisticated technical issues
• You will manage a team of technical resourcesleadingservice support across an array of technologies and solutions, both hosted on-prem and vendor led
• You will have excellent communications skills, translating technical issues into business language
• You will ensure through vendor management and governance, that the service providers deliver to the required standards and communicate this successfully to the business
• You will be upbeat, display a good awareness of risk and compliance and be capable of consistently prioritising a mixed workload effectively and efficiently

Qualifications in any of the following will help you stand out but are not necessary in order to apply for this role:

• ITIL certification preferable but not mandatory

• Other IT certifications would be taken into consideration eg. Project methodologies, ISO, Lean Six Sigma, Risk, Security, Networks, Microsoft
• Project and Program Management certification

Why work with us?

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 23 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

Key Competencies

• Customer Focused - Self
• One Group, one team - Self
• Agile - Self
• Accountable - Self
• Champion Transformation - Self

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. Reasonable accommodations are offered at every stage of our recruitment process. If you require any assistance, please complete this form and one of our recruitment team members will be in touch via email.

Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.