Service Manager

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Service Manager

Lloyds Banking Group, Group Technology Retail Transformation - Consumer Servicing

Location: Edinburgh based with hybrid working - 2 days per week in the office, the rest from home.

Salary & Benefits: £45,000 to £55,000 base salary, plus annual personal bonus, 15% employer pension contribution (when you put in 6%), 4% flexible cash pot, private medical insurance, 30 days holiday plus bank holidays.

We offer flexible working hours, to give you a good work life balance, agile working practices and are a very family friendly company.

About the role:

We're looking for someone to take the lead of our day-to-day Cards Digital Service. You'll primarily look after several key journeys which allow customers additional functionality and control over their card, with our most important goal to ensure they're available for our customers to use 24/7. Working in a diverse team consisting of both onshore and offshore resources, being a team player to get the job done is critical. We're passionate about end-to-end service and we take responsibility for all areas of Service Management in our team- including Incident, Problem, Change, Risk, Compliance, Release and many more. Prioritising will be key as your days will be extremely varied, so you'll need to be hands on and get stuck into challenges. An understanding of Technology is important, but you don't need to be deeply technical or able to code. It's an exciting time to join us as we focus on Cards Digital Transformation in the next few years so if have service skills and want to join a supportive team. Together we make it possible!

LBG Labs:

Lloyds Banking Group are transforming the way we do Engineering. We've created "LBG Labs" and we're building multi-functional, co-located teams giving them freedom to bring technology to the forefront of our business. This will help us create new, and improve existing, products and services to help us really make a difference to our customers.

Want to know more?

The Card Servicing lab is a flexible and multi skilled team based in Edinburgh city centre. Our purpose is to provide market leading customer experience through the servicing of Debit and Credit cards via multiple channels, including digital. We are responsible for servicing over 38 million active debit and credit cards across all LBG brands, and work alongside global industry leaders including Visa and MasterCard using data, technology and systems thinking to drive great outcomes and experiences for our customers.

What would I focus on as a Service Manager?

Working collaboratively, you will be responsible for servicing a wide range of new and exciting LBG applications. You will collaborate with technical teams, suppliers and partners to ensure we have the best solution in place to achieve our Service strategy.

Ensuring swift and controlled recovery of IT service impacting incidents, minimising impact to our customers and colleagues.

Providing clear and understandable updates to colleagues at different levels of the organisation, even under the pressure of incident recovery.

Driving effective root cause analysis on service related issues, identifying trends and ensuring that all insights are addressed quickly and effectively.

Promoting phenomenal thinking about service at each stage of the agile delivery lifecycle - promoting service principles, standards and processes within the engineering labs.

Playing a part in building a proactive risk management framework, identifying and calling out threats, and where possible, helping to drive remediating actions to help ensure continuous improvement.

Championing service capability of new solutions supporting our Design For Service mantra

What do we need from you?

Strong background in Service Management

Experience with Incident, Risk and Problem Management across the ITIL practices

Stakeholder Management Experience

Understanding/ experience of Cloud

Leadership of teams both LBG and partner

Experience managing service on outsourced applications & products

What do I get in return?

On top of our team ethos we're genuine about both equal opportunity and our colleagues representing the communities we serve - developing and advancing the best in our people through personal development, training, qualifications and upskilling on the job.

And finally...

We pride ourselves on being hard-working, outcome-focused, and passionate about making a difference. We're focused on creating a values-led culture, and our approach to inclusion and diversity means that we can all make a real difference, together

Our continued commitment to helping Britain recover means that as a colleague you can make a difference to customers, businesses, and communities.

Together we have a key role to play in shaping the bank of the future, whilst the scale and reach of our Group means you'll continue to have opportunities to learn, grow and develop.