At a Glance
- Tasks: Lead ITIL processes and manage major incidents for a dynamic banking environment.
- Company: Join a forward-thinking bank committed to innovation and inclusivity.
- Benefits: Flexible working, competitive salary, and opportunities for professional growth.
- Other info: Hybrid work model with travel flexibility for key meetings.
- Why this job: Make a real impact in a high-stakes role while leading a talented team.
- Qualifications: Proven leadership in Major Incident Management and strong ITIL knowledge required.
The predicted salary is between 60000 - 75000 £ per year.
About the role
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.
About you
You will be a credible, calm and authoritative leader, recognised for your ability to operate effectively under pressure providing clarity in complex, high-impact situations. Possess the ability to communicate complex technical and operational information clearly to senior and executive audiences, both written and verbal and able to structure both technical and business information in a clear and concise manner. Be an authentic ‘servant-leader’ who takes responsibility for ensuring the team’s success ahead of your own needs. You take a coaching approach and empower others to make decisions that lead to great outcomes. A self-starter who can lead and champion Service Management in an agile environment; must be able to deliver to deadline and self-motivate to succeed in this challenging role.
For this role you’ll need to have:
- Significant experience in Major Incident and Problem Management leadership, within financial services and ideally within Banking
- Experience in managing a wide variety of internal and external stakeholders and leading and influencing across multi-supplier and cloud-based environments
- Strong understanding of ITIL practices, particularly Incident, Problem and Service Reporting.
- Experience working with complex, always-on technology estates and third-party service providers.
- Demonstrated experience producing executive-grade operational insight and reporting.
- Ability to engage confidently with Risk, Audit and Regulatory stakeholders.
- ITIL Foundation with further qualification in one or more relevant ITIL process.
- Working understanding of Agile Ceremonies and DevOps Techniques.
- Essential experience of working in a complex, pressurised production environment in the Banking industry
- Use of Microsoft Office Products
Experience in these areas would be helpful:
- Public Cloud, Customer-facing and member-facing systems, Infrastructure experience
Full-time 35 hours
About us
If you are thinking about making an application but want to talk to someone first, you can reach out to Lee.Sippitts@thecoventry.co.uk or the Talent Acquisition inbox hr.talentacquisition@thecoventry.co.uk. This is a permanent role and is at M3 Senior Manager grade. For all colleagues applying for our FTC roles, please note that this will be treated as a secondment opportunity.
Flexibility and why it matters.
We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.
Proud to be a Disability Confident Committed Employer. We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.
Location: Hybrid
Senior Manager - IT Shared Service (Major Incident & Insight) in Coventry employer: Coventry Building Society
As a leading employer in the financial services sector, we pride ourselves on fostering a collaborative and inclusive work culture that empowers our employees to thrive. With a focus on professional development and continuous improvement, we offer significant growth opportunities for our team members, alongside a flexible hybrid working model that promotes work-life balance. Located in vibrant Coventry or Manchester, our organisation is committed to innovation and excellence, making it an ideal place for those seeking meaningful and rewarding careers in IT leadership.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - IT Shared Service (Major Incident & Insight) in Coventry
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Coventry Building Society values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Coventry Building Society might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Coventry Building Society!
✨Direct Apply to Coventry Building Society
Let's not forget to apply directly through the Coventry Building Society website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Manager - IT Shared Service (Major Incident & Insight) in Coventry
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Coventry Building Society.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Coventry Building Society. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Coventry Building Society
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
