Reporting into the Head of IT Shared Support Services, the Senior Manager – Shared Support Services (Major Incident and Insight) is accountable for leading, setting direction and operating key ITIL Processes for the business through a number of ITIL process defined teams.
The Senior Manager – Major Incident & Insight is accountable for the Group-wide leadership, governance and continuous improvement of Major Incident Management, Problem Management, Request Management and Service Reporting across the Society and the Bank.
The role provides authoritative operational leadership during high-impact incidents, while ensuring that learning, insight and preventative action are embedded to improve service stability and reduce operational risk over time.
Operating within a federated, multi-supplier and multi-technology environment, this role ensures consistent outcomes across in-house teams, managed service providers and SaaS platforms, while delivering decision-grade insight to senior leadership, risk and resilience forums.
This is a senior leadership role, focused on command, assurance and influence, rather than day-to-day process operation.
This is a leadership role as defined by the Group’s leadership capability framework. In the teams that you work in and/or manage you will create an inclusive environment where people feel safe to speak up, voice concerns and suggest ideas. You will seek input from others in order to test assumptions, challenge thinking and bring in new perspectives.
We operate on a function led hybrid approach, with two to three days per week on site. Role requires flexibility to travel to other sites for key meetings and collaborative working subject to business demand. Role can be based in Coventry or Manchester.
Contact Details:
Coventry Building Society Careers Recruitment Team
