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Service Analyst Manager
3 months ago
Join us as aService AnalystManager
- In this keyrole, you’ll be leading a team of Colleague Technology Services(CTS) Analysts to operate a highly performant Internal technologyenvironment and associated productivity solutions within NatwestBoxed
- You’ll provide excellent service to ourcustomers through the delivery of one or more service managementdisciplines, such as incident, problem, change, configuration,capacity, availability or configurationmanagement
- The pace of change and associatedtraining and development opportunities will create an engaging andsupportive environment for you and help develop a broad range oftransferableskills
AsService Analyst Manager, you’ll be defining, implementing andcontinuously improving the internal technology environment and SaaSsolutions used by Natwest Boxed employees. You’ll work within theService Management team, and provide technology leadership andpeople management for a small team of CTSanalysts, system administrators and automation engineers. You'llalso plan, prioritise and implement impactful technology investmentinitiatives.
Day-to-day,you’ll be:
- Workingwith our service management, Security, Privacy, Engineering andPeople/HR teams to ensure the CTS team delivers the higheststandards of technical support and customersatisfaction
- Focussing on how to scale the CTSfunction’s impact without burning man-hours/adding headcount,through the development of automation andself-service
- Providing technical leadership andescalation support for the CTS team on relevanttools/technologies
- Supporting the team todeliver value at pace while managing the expectations ofstakeholders
We'relooking for someone with a positive, service-oriented attitude andknowledge of Cloud/SaaS productivity and communicationsapplications. You'll also have In depth knowledge in a particulararea of CTS tooling and breadth of knowledge across thedomain.
On top of this, you’llbring:
- Hands-ontechnical skills on relevant tools andplatforms
- The ability to identify and automaterepeatable processes using code or script
- Anunderstanding of how to strike the right balance between automationand manual process on a cost-benefit basis
- Theability to influence 3rd party suppliers to deliver and exceedcontractual service levels
- Experience on how toforecast, budget and manage costs of CTStooling/services
- The ability to define, review,and change service desk / CTS operations framework and processes,operating alongside the established bankprocesses
