Service Delivery & Governance
- Support the Service Delivery Manager in the production, maintenance, and distribution of service performance reporting (SLAs, KPIs, OLAs) across internal teams and third-party suppliers.
- Assist in monitoring incident, problem, and change activity to identify trends, risks, and opportunities for service improvement.
- Support Major Incident processes, including stakeholder and business communications, post-incident reporting, and Root Cause Analysis.
- Maintain service delivery artefacts, dashboards, and audit-ready documentation to support internal governance, regulatory, and assurance requirements.
- Independently undertake defined service delivery activities as delegated by the Service Delivery Manager.
Third-Party Governance & Supplier Management
- Support third-party governance activities, providing operational oversight of supplier performance against contractual obligations and service levels.
- Prepare performance data, analysis, and evidence to support supplier service reviews and CSIP meetings.
- Track supplier actions, risks, and improvement plans, escalating issues where service or governance concerns are identified.
- Act as a point of coordination between Technology, Procurement, Finance, and suppliers for day-to-day operational governance matters.
- Independently manage agreed elements of supplier governance activity as delegated.
Change Management Quality Assurance
- Perform independent QA checks on Normal, Standard, and Major Changes to ensure adherence to ITIL-aligned change governance and internal controls.
- Validate risk assessments, testing evidence, implementation plans, and back-out plans prior to CAB approval.
- Support CAB preparation through quality assurance, reporting, and governance assurance activities.
- Escalate non-compliance, risk, or control gaps to the Service Delivery Manager.
- Independently carry out change QA activities within agreed authority.
Invoicing & Commercial Assurance
- Support the validation, tracking, and processing of supplier invoices across Corporate Technology.
- Reconcile invoices against contracts, purchase orders, and service usage data.
- Identify discrepancies and support resolution with Procurement, Finance, and suppliers.
- Independently manage invoice validation and assurance activities for assigned suppliers or services.
Process Improvement & Automation
With the use of AI Assist the Service Delivery Manager in identifying opportunities to improve service delivery efficiency through process optimisation and automation. This will help
- Design, develop, and maintain automated reporting, dashboards, and governance controls to reduce manual effort and operational risk.
- Streamline repeatable service management and third-party governance activities across incident, change, invoicing, and performance reporting.
- Track and evidence efficiency gains, control improvements, and service outcomes delivered through automation initiatives.
- Office Suite
- ChatGPT is a benefit
- regulated environment
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:
- Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace, a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing and health
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service
Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.
- Minimum of 25 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving
Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done
