Head of Enterprise Technology Service Operations

**About the Role**
As an experiences and strategic Head of Enterprise Technology Service and Operations, you will lead and evolve our IT Service Delivery, Operations, and Governance. As a leader, you’ll be accountable for ensuring reliability, efficiency, and excellence of IT Services across the organisation while aligning business objectives, technology strategy and regulatory standards.

The role will own and develop the ITSM framework, including Incident, Problem Change and Request Management and you’ll also oversee major incidents, ensuring timely resolution and clear communication to stakeholders.

You’ll oversee the implementation and continuous improvement of ITIL-based Service Management processes, manage a high-performing team, and work closely with senior stakeholders to ensure IT is a true enabler of business value.

Leading, mentoring and developing the ITSM team, fostering a culture of service excellence and continuous improvement will be a key element of the role, as will monitoring and reporting on service KPIs and SLAs to drive accountability.

**About You**

Strong competence in ITIL frameworks is essential, as is experience with ITSM platforms and operational reporting tools. Excellent leadership, stakeholder management, communication and change management capabilities is key for the success of the role.

You’ll have the ability to manage and resolve major incidents and crises with professionalism and urgency, alongside effective stakeholder engagement skills across technical and non-technical audiences.

Experience working in regulated or compliance heavy industries and an ITIL V4 Certification would be desirable, but is not essential for the role.

**About us**

The Newcastle Building Society Group comprises of Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future inspires and directs our activities.

The Group provides traditional financial services, helping people own their own home, plan and manage their finances and operate a 32-branch network across the North-East, North-West, Cumbria and Yorkshire. Our Strategic Solutions subsidiary owns the UK’s leading savings management platform and provides managed technology services to new challenger banks and other established providers.

**What do you get in return? As well as receiving a competitive annual salary**

**based on above-market pay scales, our reward package includes**:

- Car allowance is £4,944
- Corporate bonus scheme (on target 15%, up to a maximum 22.5%)
- Pension scheme (up to 9% employer contribution)
- Annual performance related pay reviews
- Colleague mortgage scheme
- Electric car salary sacrifice scheme
- Life assurance (4x salary) and income protection
- Access to our financial advisers
- Access to a range of high street and online discounts
- A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions
- 30 days’ annual leave + bank holidays
- The option to buy and sell up to 5 days’ holiday
- Hybrid working (typically 3 days’ home based)
- Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood
- Private medical insurance
- Access to a health cash plan through a Medicash scheme
- Access to an employee assistance programme
- Free onsite gym at our Cobalt head office and access to discounted gym’s
- Two paid volunteering days’ each year
- Cycle to work scheme

Pay: £78,000.00-£117,000.00 per year

Work Location: Hybrid remote in Wallsend NE28 9EJ