Scuk Head of IT Service Delivery

5 months ago

Redhill, United Kingdom Santander Full time

SCUK Head of IT Service Delivery

Country: United Kingdom

Santander Consumer Finance is one of the UK’s Leading Motor Finance companies and we are currently looking for a Head of IT Service Delivery to be responsible for the day-to-day operation and provision of Production IT services within SCUK, with a focus on ensuring they are delivered in a structured, well-organized, controlled, and efficient manner.

The job holder will be expected to define, introduce, and operate appropriate service delivery processes, controls, metrics, and continual service improvement to develop an efficient and professional IT service delivery function for SCUK and its stakeholders.

Please note this role is a hybrid role with at least 2 days a week in the Redhill office. Remote workers will not be considered.

**Responsibilities will include**:

- Lead and manage the internal IT Service Delivery teams through performance management, coaching, mentoring, and day-to-day direction
- Develop and maintain a detailed knowledge of relevant Santander IT Frameworks
- Be responsible for the production and implementation of all necessary local IT policies and procedures
- Manage suppliers of technology services to SCUK, including those delivered by Santander’s internal shared services providers, to ensure services are delivered in accordance with agreed SLAs and that they represent good value
- Maintain action logs and ensure efficient resolution of issues raised (e.g. ensure backups and patching cycles are performed)
- Manage and oversee all technology obsolescence, intervening where required to ensure the SCUK technology estate secures investment and resources to keep all systems and services current
- Proactively identify, assess, manage, and report IT-related risks. Plan and execute mitigation and contingency actions to help reduce unplanned impacts on SCUK’s systems
- Plan and manage the costs associated with the running and maintenance of SCUK’s systems, identifying opportunities to contain and manage costs through efficiency, strategic investment, and replacement/retirement of legacy/end-of-life solutions and related infrastructure
- Full end-to-end ownership of the service delivery cost-centre making sure all services being charged by third parties are fully understood and challenging to create efficiencies when possible
- Proactively identify and deliver IT continuous-improvement initiatives within corporate policy and guidelines to ensure the adoption of relevant best practices for optimizing IT costs, improving system performance, and delivering new technology into SCUK
- Contribute as a member of the IT Leadership Team (ITLT) to the smooth running and leadership of the IT department
- The service delivery manager must take full accountability and ownership of all SCUK incidents making sure the team is providing regular communication to stakeholders, conducting RCA’s within the SLA period, and actioning improvements to minimize reoccurrence of the same incident from happening
- Adhering to our commitment to Consumer Duty ensuring we put our Customers’ needs first and set higher and clearer standards of consumer protection

**What we’re looking for**:

- Proven record of managing multiple teams, and experience working in a complex IT environment comprising both internal and external IT providers
- Extensive knowledge of infrastructure planning and operations, design, and deployment, as well as system life cycle management
- Proven record of working in a fast-paced environment dealing with multiple requests
- Proven track record in building and maintaining effective supplier relationships in complex multi-vendor outsourced/third-party supplier delivery models
- Extensive years of practical experience gained in an IT technical and service management environment
- Experience working in a formal structured environment, e.g., financial services, insurance, or similar regulated industry
- Excellent written and verbal communication skills
- Excellent emotional intelligence, influencing, and collaboration skills
- Confident and effective problem solver and decision maker
- Ability to adjust to changing priorities whilst multitasking effectively
- Solid experience in budget planning, financial management, and resource management
- Experience with managing manufacturer relationships
- Experience with cloud technologies
- Solid work ethic with attention to detail and commitment to results

**We have a range of benefits available which include**:

- Competitive salary of £77 - 82,000 dependent on experience
- 30 days holiday per annum, plus bank holidays
- Annual bonus based on personal and company performance
- Car allowance
- Private Medical Insurance
- Generous pension contributions
- Employee assistance programme
- Sharesave scheme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

**Inclusion**

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported t

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