Operations and Incident Manager

Operations and Incident Manager

Swindon

Hybrid role (x2 days on site per week / x3 work from home)

Shift work (info below)

In this fast-paced IT technical environment, no two days are ever the same. In this responsible and demanding role, you’ll manage a team of IT specialists on one of our rotating 24-hour shifts and help lead the resolution of all the organisation’s major IT system incidents.

We’re seeking career focused leaders looking for their next challenge:

• An IT Operations Manager, working onsite within our IT Enterprise Command Centre (ECC), in our Head Office in Swindon
• As one of the 24x7 shift working Operations Managers you will be responsible for the operational management of technical specialist teams across the IT Enterprise Command Centre (ECC), ensuring IT system failures/outages are identified quickly and managed efficiently in-line with defined response times and regulatory/business standards/procedures, communicating all updates to key stakeholders

This is a shift based role, which includes an additional allowance of£9,200 per annum:

3 x 12 Hour Days (7:00 - 19:00)

3 x Days off

3 x Hour Nights (19:00 - 07:00)

3 x Days off

For this job you'll work onsite in Swindon for 80% of the time, with some flexibility to work from home depending on the shift set up.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

• Operational performance management of specialist teams delivering IT services on a 24x7 basis
• Act as deputy to the Senior Operations Manager in the event of a major incident at any time on a 24 x 7 basis and make autonomous decisions in the absence of the Senior Operations Manager
• Through mature technical knowledge and experience, you will influence the technological strategy within ECC
• Review and act upon performance analysis data providing recommendations to contribute to continuous service performance improvement programmes
• Maintaining strong relationships with key stakeholders/third parties across all areas/levels of the business to ensure collaborative working during IT incident resolution to minimise any impact to critical colleague and customer facing services
• Responsible for the provision of regular updates and/or briefings to senior management and above. Providing indicative recovery plans and times in-line with business needs in the event of any interruption to service
• Responsible for the effective team delivery of crisis/major incident management activity through precise operational planning/resource management. Will be a point of escalation for the employees within your respective team and accountable to the Senior Operations Manager and Head of IT Operations during critical and major incidents
• Provide technical expertise and oversight of teams during day-to-day incidents, defining resolution times and reporting up to the ECC Senior Operations Manager
• Develop resource management plans to forecast up to 6-12 months in the future to ensure effective and efficient use of people resource. Co-ordinate skills development strategy to deliver a multi-skilled team in line with business needs and future technological changes. Minimising risk to the Society
• Plan, direct and control the level 1 and 2 technical support of IT services to provide continuous 24hr, 365-day service to meet defined SLA/OLA’s and the Society’s business requirements
• Accountable for the service performance of their teams, managing service improvements through to implementation and produce regular system performance reporting
• Ensure your team of Level 1 and Level 2 technical specialists are resourced effectively to deliver daily IT change schedule activities. Provide service reporting on scheduled change exceptions.

About you

We’re looking for IT Operations Managers with significant experience of working in a large IT operational support environment.

Due to the nature of our business, you’ll be working to demanding deadlines at times, so we need you to be resilient with an ability to respond quickly and confidently whilst being under pressure to deliver.

Service delivery throughout the ECC is paramount, so it’s key that your strength of character and resilience will get you through the tough and challenging times.

As a minimum requirement you'll have:

• ITIL accreditation in service delivery and support, minimum of practitioner level in incident management and service operations, or equivalent business experience
• Significant experience in an IT operational management role
• Experience of working within an environment that is at times highly pressurised with rapid times to respond
• Experience of building relationships across all levels of an organisation and with third-party suppliers
• Demonstrable track record of effectively managing technical teams
• An understanding of process improvement methodology that can improve service, quality and efficiency
• The ability to understand, recognise and communicate business impact of IT incidents
• Experience of operational change management with the ability to prioritise and manage workload
• Technical expertise in IT incident and crisis management
• Understanding of Financial Regulation and the consequences of failing a regulatory control

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel- We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight- We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better- We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done- We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are Purpose-driven. Uncompromisingly Customer. Unstoppably Nationwide.