Incident Service Manager

3 months ago

Bristol, United Kingdom NatWest Full time

Join us as an Incident Service Manager

  • We’re looking for an Incident Service Manager to help us deliver outstanding service to our customers
  • You'll be helping to lead technical support for relevant platforms, activities and processes relating to the areas of your specialist knowledge
  • Hone your existing management skills and advance you career in this exciting, fast paced role

What you'll do

In your new role, you'll be managing the delivery of 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.

We’ll look to you to respond to incidents, providing sufficient representation for all material incidents impacting Wealth, including being available 24/7 out of hours on call, weekends and bank holidays.

You’ll also:

  • Collaborate with multiple stakeholders across the business or IT to agree or drive actions in order minimise adverse impacts to clients and business’ during incidents
  • Provide effective incident communications to Wealth businesses
  • Work with Wealth Bronze and Silver Control Group members to deliver effective incident communications to clients
  • Provide accurate and timely incident updates to Senior Management on key incidents
  • Collate information for various reports to leadership on incidents impacting Wealth, including client impacts as well as actions taken
  • Be responsible for the Wealth business incident run book such as Avaloq, Card Fraud, client remediation

The skills you'll need

To succeed in this role, you’ll need an understanding of relevant industry standard toolsets and processes to drive up customer service within an IT environment, as well as knowledge and experience of operational principles.

In addition, you'll need a range of experience of analysis, analytical tools and problem resolution, as well as the proven ability to plan, organise and prioritise workloads and work on your own initiative. You'll also bring knowledge of the private banking business, operations and related technology systems.

Furthermore, you’ll need:

  • Technical knowledge, including platform, technology, products and domains
  • The ability to understand the impacts to the business and clients as a result of an incident 
  • Knowledge of one or more service management disciplines
  • Strong interpersonal and communication skills with a keen eye for detail

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