Service Performance Manager - Data and Reporting in Swindon

As a Service Performance Manager within Core Banking, you will work alongside Service and Platform Managers to oversee a portfolio of Value Stream aligned Services within our CIO team. This role will provide you with the opportunity to work in a growing part of the business and will allow you to engage with different areas. It is a pivotal role in building and maintaining a strong operational relationship between IT and the business. This is a diverse and fast paced role which requires a self-motivated candidate, dedicated to protecting and delivering world class IT services to our internal and external Customers.

This role is in the Core Banking CIO, sat within Customer Technology, COO. Core Banking have a mission to set the standard for IT solutions in UK Banking, focused on providing performant, reliable, efficient, secure and simplified technology for our customers. A key pillar within this is having a relentless focus on IT Run and providing best in class IT services for our customers.

We are happy to consider flexible working approaches to help you perform at your best. 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 our Swindon office.

Responsibilities

• As a Service Performance Manager, you will be working closely with IT and Business teams under an ITIL Service Management framework, working with Service Managers to ensure IT Services meet the agreed Service Levels.
• You will support the team and stakeholders on IT service issues and monitor end-to-end service performance, supporting the oversight of CIO change to land safely and driving improvements to ensure targets are met.
• You will support our reporting requirements to measure success against criteria and support the regular review of performance against this ensuring progress is made and that your business customers are satisfied with the service received.
• You will help to evolve our reporting governance against ITIL processes, working with data and leveraging technologies to deliver service insights that drive informed decision-making and ensure our performance metrics are understood and effective.

About you

• Experience of working with IT support teams and an understanding of IT Service Level Management.
• Exposure to IT Incident, Problem, Change Management and Service Transition, with a good understanding of IT Service Management practices and frameworks (ITIL).
• Experience of producing reports to deliver service insights in line with agreed requirements and within a governance framework.
• Experience in working with data, with analysis skills and an inquisitive mindset to spot opportunities to improve IT service performance.
• Organisational skills with the ability to plan, manage and prioritise tasks in a dynamic environment where priorities can change daily.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind.
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand.
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development.
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

• 25 days holiday, pro rata.
• Access to private medical insurance.
• A highly competitive pension to help you build a strong foundation for retirement.
• Access to an annual performance-related bonus.
• Training and development to help you progress your career.
• A great selection of additional benefits through our salary sacrifice scheme.
• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• Wellhub – access to a range of free and paid options for health and wellness.
• Up to 2 days of paid volunteering a year.

If 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.