Identity Services - Service Quality Manager
Lloyds Banking Group is the UK's biggest Retail, Digital and Mobile bank with over 30 million customers and a big responsibility to help Britain Prosper.
We're in the middle of a £3bn investment into our People, Platforms and Data - with a Software Engineering led approach, all as part of our strategy to become the best bank for customers. It's the role of our Chief Information Office (CIO) to provide the backbone and infrastructure upon which this bank of the future will reside.
Working directly for Head of Identity Services the Service Quality Manager (SQM) will be responsible for ensuring that all Service Introduction, Incident, Problem and Change activities are delivered across the department to the highest possible standard. The SQM role will provide consistency of approach and define the standards for all ITIL disciplines adopted within Identity Services.
Want to know more?
You'll be responsible for leading a small but effective team the SQM will own and drive resolution of all cross platform incidents impacting more than one team in Identity Services. Post resolution the team will also be charged with ensuring that robust post incident reviews and problem management process are embedded as standard with learnings being shared across all of Identity Services.
A further core responsibility will be engagement with the delivery community to ensure that Service Introduction is seamless and that there is a forecast of incoming services and change that is well planned and resourced. Historically there has been a challenge with multiple teams working in isolation on different parts of the same delivery - this role will look to introduce a new model where a more collaborative approach is adopted to minimise unintended impact introduced by well intentioned but poorly communicated change.
This role will also be responsible for collaboratively looking for improvement areas where inefficient service practices, from both customers and internally, is providing a poor experience and being wasteful of resource - data analysis and interpretation will be a key success factor in this work.
What we'll need from you;
A core background of delivering services in an ITIL structured IT environment
Have managed, measured and improved Service Delivery
Strong leadership and people management skills
The ability to prioritise dynamic workload
Extensive operations experience
A passion for customer service excellence
ITIL/Six Sigma qualifications (desirable)
What will you get in return?
We're dedicated to giving you opportunities and support to develop you both expertly and personally to optimise your potential. As a new colleague, you'll join us on our journey to build a 21st century bank that reflects modern Britain and craft an inclusive culture where all colleagues feel encouraged and valued.
We're committed to building a workforce which reflects the diversity of the customers and communities we serve, and to building an inclusive environment where all our colleagues can be themselves and succeed on merit. We support the principles of agile working and are happy to consider flexible working arrangements. We're an equal opportunity employer and deeply value diversity within our organisation.
You'd also get a benefits package that includes:
A performance related bonus
Generous pension contribution
28 days leave plus bank holidays
A flexible cash pot (4% of base salary) to spend on benefits
Private health cover
Wider corporate benefits and perks
So, if you have the experience we're seeking then get in touch, we'd love to hear from you.
Together we make it possible.
***This role can be based flexibly in Halifax, Manchester Edinburgh or Leeds***