Service Continuity Consultant Lead in Glasgow

Description

This is an opportunity to play a visible and influential role in strengthening how Nationwide protects critical services, supports customers and members during disruption, and evidences resilience through well-governed Service Continuity activity, including BAU delivery and data recovery testing.

As a Service Continuity Consultant Lead, you’ll join a well-established team within Operational Resilience and help deliver one of Nationwide’s key resilience priorities. You’ll provide senior consultancy, challenge and assurance so recovery capability for critical IT services is understood, documented, maintained and tested effectively across BAU services, critical platforms and planned technology activity. You’ll also be a people leader, managing and developing a team of Service Continuity Leads to deliver high-quality outcomes consistently.

You’ll work closely with platforms, service teams, operational teams, programmes, projects and third-party suppliers to make sure recovery requirements are clear, testing is planned and delivered effectively, and evidence is robust. You’ll provide practical guidance, constructive challenge and clear assurance across BAU Service Continuity activity, data recovery testing and change-related engagement, helping teams demonstrate that critical services can recover within required timescales and in line with Nationwide’s IT Service Continuity Standard of Control.

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 in our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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 hybrid working here.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

What you’ll be doing

You will lead on testing and provide senior oversight of Service Continuity and Data Recovery testing across Nationwide’s critical IT services, helping service owners, platforms and technical teams understand recovery requirements, maintain effective plans and evidence that services remain recoverable.

Acting as a trusted consultant and subject matter expert, you’ll be a key interface between Service Operations, platform, technology, supplier and delivery teams. You will support recovery planning, coordinate compliant testing, and ensure risks, dependencies, decisions and evidence requirements are visible and actively managed across both BAU and planned activity.

You’ll play an important role in planning and assuring data recovery testing, including working with technical SMEs to confirm scope, recovery approach, success criteria, evidence requirements, issues, actions and lessons learned. You’ll help ensure testing provides meaningful assurance over Nationwide’s ability to recover data and services in disruption scenarios.

You will model and promote good Service Continuity behaviours by being calm under pressure, clear in communication, disciplined in planning, inclusive in how you work with others, and focused on practical outcomes that reduce risk and protect customers, members and colleagues.

You will lead, coach and support a team of Service Continuity Leads, setting clear expectations, prioritising work, removing blockers and helping colleagues develop their capability, confidence and judgement. You’ll create an environment where the team can deliver well-governed BAU activity, effective testing and high-quality assurance outcomes.

About you

As a minimum, you’ll need to be able to demonstrate:

• BAU delivery and planning skills, with experience managing multiple service continuity activities of different scales and complexities while balancing priorities, risks and dependencies
• Experience coordinating technical SMEs, service teams or suppliers during disaster recovery, data recovery, service continuity testing or recovery planning activity
• Well-established stakeholder management skills, including the ability to set expectations, manage risks and provide clear updates to senior stakeholders
• People leadership experience, with the ability to lead, coach and develop a team, set clear expectations, manage priorities and create an inclusive environment where colleagues can perform at their best
• Excellent communication and influencing skills, with the ability to explain complex recovery and data recovery topics clearly to technical and non-technical audiences
• Problem-solving skills, with the ability to work logically through issues, understand root causes and agree practical next steps
  

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.

Qualifications

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata
• 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

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

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.

The hiring manager for this role is Nadine McKenzie, and the main recruitment contact is Anoop Gosai.

Please note that should you be successful in securing this role, the job title on our internal systems will be Disaster Recovery Consultant Lead.