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This role will see you influencing stakeholders at all levels across the bank to improve our Unified Commination Platform services and customer journeys
You'll play a crucial role in fostering an environment of continuous improvement with our key Vendors and supporting Unified Communication Platform stability through your delivery of service management disciplines
Join a collaborative and innovative team, where you'll be recognised for your expertise and specialist knowledge of our Unified Communication Platform
What you'll do
As a recognised specialist, you'll be managing technical and operational support for services, activities and processes, and providing leadership and direction in support of bank-wide service stability. We'll look to you to act with pace when recovering or protecting service, and with thoroughness when considering the risk to service.
You'll also be:
Building and maintaining the capability of your team to make sure that the levels of service and quality of deliverables meet the needs of the bank
Contributing to and supporting some of the wider technology and people-focused activities to fulfil the needs of the bank
Collaborating, communicating, and influencing stakeholders internally and externally in your technology service management area
Setting the overall vision and strategy for your business area, and supporting your team to work effectively
Managing your team's operations including finances, operational risks and continuous improvement activities
The skills you'll need
We're looking for someone with advanced knowledge of technology service management disciplines and technical knowledge, including platform, technology, products and domains. You'll also need to be a capable communicator and have the ability to communicate complex technical concepts to colleagues and stakeholders.
Additionally, you'll need:
Knowledge of industry standard toolsets and processes to drive up customer service within an IT environment
Extensive experience of the incident management process as well as the problem management process minimum
Strong ServiceNow capability
Strong communication skills to influence positive service outcomes across multiple stakeholders
ITIL certification and a sound knowledge of Cisco Contact Centre Telephony Products.
Good collaboration and stakeholder management skills