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Payments Service Manager

Job Description

This is a role that would suit someone who thrives on variety, has experience of IT Service Management disciplines and who is interested in working closely with our new Group IT colleagues. Experience of working in a Payments IT environment would be helpful but not necessary.

You would be responsible for managing the end to end Payments IT service in collaboration with this Challenger Bank. The successful candidate will require experience with IT, solid IT Service Management experience including experience with SLAs and KPIs.
Core responsibilities:

Coordinate and manage ITIL processes - with a particular focus on incident management - across the Payments Business Units and external 3rd party service providers to agreed SLAs and KPIs
Assume responsibility for acting as an escalation point to expedite incident resolution.
Assume responsibility for handling major incidents and escalating to the Head of Service Management and the Bank Incident Operations
Support wider IT Incident Management and ITIL process reporting (KPIs and customer SLAs)
Assist in driving Service Management best-practice and ITIL process standardisation
Define and own continuous IT service improvements plan with business partners and 3rd party IT suppliers.
Work with business area partners to impact assessment of planned technical changes prior to implementation to ensure minimal impact of change.
Managing regular, operational meetings to maintain and monitor performance of the Payments IT Services

Skills & Experience
Ability to operate calmly under pressure with a complex and diverse stakeholder environment; build and maintain effective relationships
Excellent interpersonal and communications skills especially under pressure
Collaborative style with both internal and external customers; team player with a flexible approach is essential.
Financial Services Technology experience essential
Knowledge of ITIL best practice preferable

Job Requirements

ITIL / Service Manager / Payments / KPIs / SLA's