Lead Incident & Problem Manager – (Digital Platform Manager Services)

Job title:

Lead Incident & Problem Manager – (Digital Platform Manager Services)

Company

Nationwide

Job description

As Platform Manager for Digital Service you’ll be the person to lead, coach and manage the Digital Production Support Teams. This role is at the forefront of the Digital Member experience, through steering on incidents, problems, risks, solutions, reporting, and lessons learned being applied. The role joins the Digital Platform stack together and you will be owning the co-ordination, including with Database Teams. You will be the person enhancing key relationships with multiple teams, driving the best Platform and Service outcome for the Membership.The role sits within the new Cloud, Digital & Integration (CDI) Function. CDI is part of Nationwide Enterprise Technology. CDI is responsible for providing the Internet Bank, Mobile App, .co.uk Web Site, Open Banking solution, Middleware API Services and Cloud and On Premise Container Platforms. All of these elements interact to provide and underpin the Digital customer service experience.This new Digital Platform Manager role will lead the Digital Production Support Teams within the wider CDI. You will strengthen relationships with Peers across Integration Team and Cloud Team, to deliver excellent end to end service for Nationwide Members. You will also work closely with the Digital Project Community, under CDI, as they continue to deliver exciting new customer features and enable Nationwide’s strategy.At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.For this job you’ll spend at least two days per week, or if part time you’ll spend 40% of your working time, based at either our or office Swindon, Ramsbury House or Nationwide House offices or our London, Threadneedle Street office. The successful candidate if based out of London, Threadneedle Street, will still need to visit Swindon once a month for collaboration. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to .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 doingYou will be reviewing live customer health reports and dashboards, taking recommendations for enhancements to service or resilience.At times the role will be steering and supporting service incident triage, causes, mitigations, solutions. This includes resolving challenges to enable your teams to be as effective as possible, and a cohesive member of the wider Cloud, Digital and Integration Function.Assessing risks and making appropriate plans is an important part of the role. Through Maintenance Releases to avoid future incidents and delivery continuous improvements.You will be working with a combination of Nationwide permanent staff and Partners in delivering the services and managing performance.About you

• Experience with industry ITIL and Agile IT Practices.
• Skills and experience with live platform and service monitoring.
• Experience with Incident and Problem Management to ensure targets are being met.
• Experience coaching, managing and leading Support Team staff, ensuring appropriate cover in place at all times.
• Experience with new Feature Acceptance Into Service processes, using Skills to balance risks and benefits for sign off criteria.
• Experience working with Change Management Teams, approval processes.
• Skills to represent at Major Incident Reviews, define learnings and pushing for better in the future.
• Experience with Support Teams production access governance.
• Skill with maintaining Configuration Management Database accuracy, within tools such as Service Now and Planview E1.
• Experience with Security production Patching and Certificate cycles to keep within Security Support timescales.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight – This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better – This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done – This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.The extras you’ll getThere 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

What makes us differentNationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.What to do nextIf this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.#li-post

Expected salary

Location

London – Swindon

Job date

Fri, 23 Aug 2024 07:54:43 GMT

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