IT Service Run Manager

iPSL is the Premier Cheque Clearing company in the UK, clearing cheques for Barclays, Lloyds and HSBC.  The company is in the midst of a business transformation that will see us becoming a leader in digital payment services, as the industry goes through the largest change in the past 100 years, moving from a paper based operation to a digital processing operation. 

We are developing our own technologies and new ways of working, changing our entire operating model, and are looking to recruit an IT Service Run Manager, who will be responsible for the image clearing workflow. 

Key Responsibilities include:

• Oversight of Image Clearing workflow to meet Service deadlines and outcomes.
• Review and respond to dashboards and ensure corrective or investigative action is taken where a threat or potential threat to workflow is identified.
• Lead and direct the team, ensuring effective collaboration across the Service teams for successful delivery of the Image Clearing service.
• Accountable for the hourly “heartbeat” health checks with the Service Team
• Engage with non-IT areas of the business in support of the service deadlines and outcomes.
• Report real time Service status to stakeholders up to Executive level.
• Escalate and interact with Incident Management process to ensure service impacts of incidents are fully understood and relevant prioritisation applied.
• Advise Change approvers to assist in review and approval of emergency changes.
• Responsible for understanding key service deadlines, processes and business outcomes
• Responsible for keeping up to date with changes to the service.
• Own, maintain and update Service library of key Service related information.
• Develop and maintain Service Run processes and associated documents.
• Continually review and work with specialists to evolve the tools used for Service Run e.g. dashboards.
• Identify and delivery continual service improvements.
• Represent the Service Run function where required and ensure that a positive image of the function is promoted

Essential Knowledge, Skills and Experience:

• Working experience of workflow management
• Experience or involvement in Incident & Problem Management
• Knowledge of client business models, product range and services
• Broad knowledge of the operational and technical architectures within iPSL, and of suppliers and clients where appropriate
• Knowledge of iPSL business, clearing processes and service levels
• Driving performance and executing at speed
• Protecting and enhancing our reputation
• Managing relationships
• Decision making skills essential
• Service management (able to manage performance, and risk of services)
• Communication, influencing and negotiation skills (specifically high standard of written communication for the production of reports and advanced verbal communication skills to liaise with all levels of Senior Management
• Customer Focus
• Influencing skills
• Tenacity

You will need to be a team player, with strong leadership, influencing and communication skills.  This is a demanding, fast-paced role, working to tight deadlines. 

The role will be primarily based in Northampton, although some travel to other sites may be required.  The working hours will be 35 hours per week, covering a 24/5.5 shift pattern rotation.

Please ensure you submit a CV for review with your application