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About the Role

This role offers an exciting opportunity to lead and strengthen service resilience across the Bank. You will be responsible for overseeing major incident recovery and problem management, governing technology change, managing BAU engagement with stakeholders, and driving continual service improvement. The role also leads the governance of new services, ensuring effective introduction and operational readiness, while identifying opportunities to improve service performance and efficiency. Reporting to the Head of Service, you will manage 3 direct reports and lead a wider team of around 20 colleagues, and you will be a member of the Service Division Leadership Team.

Responsibilities

Overseeing major incident recovery and problem management
Governing technology change
Managing BAU engagement with stakeholders across the Bank
Driving continual service improvement across the Service Stability domain
Leading the governance of new services, ensuring effective introduction and operational readiness
Identifying opportunities to improve service performance and efficiency
Contributing to divisional leadership activities such as budget oversight, monitoring progress against people development objectives, reviewing monthly performance KPIs, and assessing the division’s risk register
Defining roles and responsibilities for the team
Developing the team through sharing information effectively, coaching, and communicating a clear vision
Setting clear goals and smart stretching objectives aligned to team, division, and directorate aims
Managing all staff-related matters including performance, absence, and sickness

Requirements

Service Management senior leadership experience, with a strong strategic vision for driving change, continual service improvement and operational efficiency
Focus on maximising the value of tooling, including the effective use of AI, automation and data-led insight, to deliver measurable improvements in service performance, resilience, efficiency and user experience
Proven experience in a senior operational leadership position, including shaping and delivery against a strategic plan, with a clear track record of driving continual service improvement and improving operational efficiency
Strong business focus and an excellent ability to manage strategic relationships; understand requirements and expectations, and translate these into transformational deliverables with defined success criteria
Broad and in-depth knowledge of best practice service management, including the effective application of ITIL-based processes
A positive and inclusive leadership style, with a demonstrable ability to motivate, engage and develop your team
Excellent stakeholder communication skills, with experience of engaging confidently at all levels
Experience of building effective and collaborative working relationships, with the confidence to provide appropriate challenge where required
Strong attention to detail, with the ability to produce clear, accurate and well-structured informational reports
High levels of integrity, organisation and self-motivation, alongside a commitment to continuous learning and personal development
Ability to create and embed a culture of continual improvement, ensuring teams focus not only on maintaining service stability but also on simplifying processes, removing inefficiencies and delivering measurable service enhancements
High levels of integrity, organisation and self-motivation, alongside a commitment to continuous learning and the ability to apply new knowledge, insight and approaches to improve service performance, team capability and operational outcomes
Experience of managing risk, compliance, audit and cyber-security obligations within an operational environment (Desirable)
Experience of the BMC Helix IT Service Management platform (Desirable)
Experience of contributing to budget planning, forecasting and financial oversight within an operational or technology environment (Desirable)

Skills

AI
Automation
Data-led insight
ITIL-based processes
Stakeholder communication
Risk management
Compliance
Audit
Cyber-security
BMC Helix IT Service Management platform
Budget planning
Forecasting
Financial oversight

Location

London
Leeds

Work Type

Permanent
Full time
Hybrid
Flexible working patterns

Experience Level

Senior
Manager

Salary/Compensations

£90,640 - £101,970 (Leeds salary)

Benefits

Non-contributory, career average pension (1/80th of annual salary, with option to increase/decrease)
Discretionary performance award
8% benefits allowance (can be taken as salary or used for flexible benefits)
26 days’ annual leave with option to buy up to 12 additional days
Private medical insurance
Income protection

About the Company

The Bank of England is the UK's central bank, known for world-leading thinking on policy and strategy.
Our mission is to promote the good of the people of the UK by maintaining monetary and financial stability, keeping prices stable and people's money safe.
We are driven by curiosity and the desire to do important, challenging work.
We rely on each other to play our part and benefit from a collaborative culture and long-established flexible ways of working.
We strive to be a place where people feel they belong and have equal access to opportunities, because different perspectives help us make the best decisions for the public.
Join us and find a bank like no other. Together, we can make a difference.

Equal Opportunity

The Bank values diversity, equity and inclusion.
We believe we need a workforce that reflects the society we serve.
We want all colleagues to feel valued and respected, and are working hard to build an inclusive culture.
We celebrate all forms of diversity, including age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status.
We welcome applications from individuals who work flexibly, including job shares and part time working patterns.
We've partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed.
We are proud to be a member of the Disability Confident Scheme.