IT Service Operations Manager

1 month ago


Edinburgh, Edinburgh, United Kingdom Tesco Bank Full time
Job Title: IT Service Operations Manager

We are seeking an experienced IT Service Operations Manager to join our Insurance and Money Services team at Tesco Bank. As a key member of our team, you will play a critical role in shaping the IT customer journey, directly impacting customer satisfaction and loyalty.

Key Responsibilities:
  • Operational Management: Oversee daily IT operations, ensuring seamless service delivery and operational efficiency.
  • Service Improvement: Identify, implement, and monitor continuous improvement initiatives to enhance customer satisfaction and service quality.
  • Performance Monitoring: Track and report on IT key performance indicators (KPIs) and internal and external IT service level agreements (SLAs).
  • Team Leadership: Lead, mentor, and develop a team of IT service operation professionals, fostering a culture of high performance and continuous learning.
  • Stakeholder Engagement: Collaborate with internal and external stakeholders to ensure alignment and successful IT operational service delivery.
  • Incident Management: Manage and resolve IT service incidents and escalations, implementing root cause analysis and preventative measures.
  • Compliance and Risk Management: Ensure all IT operations comply with regulatory requirements and internal policies, mitigating risks and ensuring business continuity.
  • Financial Management: Oversee budget planning and management for the service operations department, optimising costs without compromising service quality.
Requirements:
  • Technical Proficiency: Deep understanding of IT service management software and tools (ITIL, JIRA, MS Applications).
  • Leadership and Management: Proven experience in leading and managing teams, with strong motivational and team-building skills within an IT environment.
  • Operational Excellence: Deep understanding of IT operational management principles, including IT process improvement, performance metrics (SLAs), and IT incident management.
  • Customer Focus: Strong commitment to delivering exceptional customer service and improving customer experiences.
  • Analytical Thinking: Ability to analyse data, identify trends, and make data-driven decisions.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with diverse stakeholders.
What We Offer:
  • Private Medical Insurance (WL2+) and virtual GP Service.
  • Performance-related annual bonus.
  • Generous holiday allowance with a minimum of weeks, with the opportunity to buy more.
  • Colleague Clubcard benefits, including a % discount that increases to % every payday (worth up to 2K).
  • Buy as you Earn and Save as your Earn share schemes.
Join Our Team:

We are committed to building a more inclusive workplace and celebrating everything that makes colleagues unique. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.



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