Automation Service Delivery Manager

2 weeks ago

London, Greater London, United Kingdom Aldermore Bank PLC Full time

Let us tell you a bit about us

We're Aldermore – the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.

We thrive by saying "yes" to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose MotoNovo Finance every week to buy their next car, van or motorbike.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.

Let us tell a bit about the opportunity

As an Automation Service Delivery Manager, you will play a key role in our transformation, supporting our automated processes and ensuring we continue to deliver value and efficiency to the wider business. You will collaborate closely with the automation centre of excellence, internal teams, business stakeholders and technical experts to ensure the successful implementation, maintenance and optimisation of automated solutions.

This is a senior role which is key in driving successful support and maintenance of our automation program, enabling us to achieve our ambition to grow our customer base whilst maintaining costs. The role is fast paced and will continue to ensure our team can continue to deliver automations at pace, and that the business areas utilising automated processes can continue to deliver successful outcomes.

What will your day look like?

  • Responsibility for Capacity Management, Scheduling and Performance of all Automation environments, including implementing necessary actions to rectify/overcome any issues
  • Responsible for implementing and overseeing operational reporting against all BAU automated processes
  • Overall responsibility for live automation SLAs, including mitigating unexpected volume spikes to ensure customer impacts are minimized
  • The ownership and creation of service design for new automations , ensuring all business interactions and workflows are captured and working effectively
  • Responsibility for Business Continuity, Disaster Recovery, Business Resilience and Risk & Audit oversight for BAU automations
  • Credential Management for bots deployed into live environments
  • Co-ordination of major Automation software upgrades and patches (alongside Automation development team, CTIO & Business Area stakeholders)
  • Scheduling and planning of necessary Support activities including application testing, patching and other applicable installations and upgrades, to include infosec and vulnerability management
  • Incident management for all RPA/Automation incidents (Received via Service Desk team), including ensuring the redevelopment work for incidents is done in a timely and effective manner, with minimal impact on BAU operations, including post incident review and implementing lessons learned
  • Change management ownership for all BAU automations, post hypercare delivery phase
  • Engaging in continuous service improvement activities, including ongoing process improvements and stabilised ownership of a continuous service to the business
  • Problem case root cause investigation in order to prevent reoccurrences and ensure lessons are learnt by both the automation CoE and the wider business (where incidents could have been avoided)
  • Scheduling and oversight of all development relating to live automations (including as a result of incidents, CRs or Risk Events)
  • Support and oversight to business areas in relation to management of digital workforce in the BAU operations, including ongoing benefits realisation and working with business stakeholders to manage expectations and support ongoing process improvements
  • Alignment to other business functions to ensure bot capacity is maximised in line with business goals and demands (Business planning, WFM, etc)

What do we expect from you?

  • Experience in Service Delivery Management and ITIL frameworks would be very beneficial
  • It would be great if you have experience of running and maintaining automations (attended and unattended) through UiPath or similar technologies.
  • Experience of service management type activity (including experience in change, incident and problem management)
  • Excellent communication (written & verbal) and interpersonal skills with the ability to influence and present to others
  • A dynamic, enthusiastic, and energetic style of working
  • Strong collaboration skills – ability to mediate, encouraging a "let's think differently" approach.
  • A self-starter. The ability to be self-driven, where necessary, in order to deliver effective outcomes
  • Willingness to travel across our sites within the UK
  • Senior Developer qualification/certification in automation (desirable)

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