Service Engagement Partner | S4 | Demand Management in High Wycombe

This job is with Santander UK, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Country: United Kingdom

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management. Santander Digital Services is the team of technology and operations at Santander. We are convinced of the importance of technology that is aligned with the requirements of the business and that our work not only brings value to users, people and communities but also fosters individual creativity. Our team of over 7,000 people in 8 countries (Spain, Portugal, Poland, UK, USA, Mexico, Chile and Brazil) develops and/or implements financial solutions across a broad spectrum of technologies (including Blockchain, Big Data and Angular among others) on all kinds of on-premise and cloud-based platforms.

THE DIFFERENCE YOU MAKE

Santander UK is looking for a Service Engagement Partner based out of Milton Keynes. Our Tech Team at Santander UK is growing, and we have an exciting opportunity for a Service Engagement Partner to help us continue leading the way in innovative banking. Our Technology and Data organisation is adapting its operating model to match the overall strategy mapped out by the Senior Leadership Team. In this strategic role you’ll deliver the long-term vision for the management of the CIO Domains, as well as managing the current project landscape and change pipeline. Join us in reshaping the future of Santander and help make a difference for our customers!

We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• Understanding and appreciating the Santander UK Technology stack and near-term demands translating this to business integration and planning outcomes, to realise customer benefit.
• Visualising, reporting and communicating current and medium-term business demands forged by building and maintaining relationships with all CIO leads.
• Understanding how technology can be used to simplify day-to-day operations and delivery, while contributing to the wider business vision and identifying opportunities for IT efficiencies.
• Recognising and reporting on the KPIs for core service provision, highlighting trends, opportunities for improvement and alternative options for service provision.
• Acting as the bridge between the Business and Technology domains to guide delivery priorities, technology choice and overall direction to exceed customer expectations.
• Understanding the CIO Domains pipeline of projects and helping the CIO Domains to deliver on their current IT projects while acting as the escalation point for the CIO Domains into IT Infrastructure.

WHAT YOU'LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring. The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• Broad experience as an established Technologist with deep knowledge of how infrastructure and operations pervade all business delivery and value realisation. (Required)
• Prior experience operating at the forefront of the Infrastructure, Operations and End User Technology team, with comprehensive stakeholder management, providing the intersection between Technology and Business. (Required)
• Ability to plan and forecast the use of technology to realise business goals with practical and pragmatic approaches displayed to meet all stakeholders' requirements. (Required)
• Risk appetite understanding with a natural affinity to manage and mitigate yet ensure value is derived from deliveries that meet both Technology and Business demands. (Required)
• Sound financial planning and forecasting with exposure to third party suppliers, recognising the need to utilise budgets wisely to meet goals. (Required)
• Experience in Programme Management with a strategic, leadership-driven approach to managing IT infrastructure-related projects. (Required)
• Prior experience in Pre-Sales or Business Development roles driven from a Technology response to Business challenges. (Preferred)
• Consulting experience in the retail financial services industry based on Technology delivery with transformation a key driver to refresh and renew technology choices to meet business demands. (Preferred)
• Current industry knowledge, recognising the potential and benefit that a hybrid on-prem and cloud approach can provide. (Preferred)
• Prior exposure or fulfilment of Service Management functions and the application of this across a traditional on-prem and cloud base infrastructure estate. (Preferred)

EDUCATION

Degree in a relevant field (e.g., IT, Cybersecurity, Computer Science, or equivalent experience) (Preferred)

Languages Spanish (Preferred)

Hard Skills

• Deep knowledge of infrastructure and operations in business delivery and value realisation (Required)
• Experience at the intersection of Technology and Business, especially in Infrastructure, Operations, and End User Technology (Required)
• Programme management experience, especially with IT infrastructure-related projects (Required)
• Financial planning and forecasting, including exposure to third-party suppliers (Required)
• Understanding of risk appetite and risk management in technology deliveries (Required)
• Pre-sales or business development experience from a technology perspective (Preferred)
• Consulting experience in retail financial services, especially with technology transformation (Preferred)
• Knowledge of hybrid on-prem and cloud infrastructure approaches (Preferred)
• Service management experience across traditional and cloud infrastructure estates (Preferred)

Soft Skills

• Strong stakeholder management and relationship-building skills (working with CIO leads, acting as a bridge between Business and Technology) (Required)
• Excellent communication and reporting abilities (visualising, reporting, and communicating business demands and KPIs) (Required)
• Strategic thinking and planning (delivering long-term vision, planning and forecasting technology use) (Required)
• Leadership and influence (guiding delivery priorities, acting as escalation point) (Required)
• Problem-solving and analytical skills (identifying opportunities for IT efficiencies, reporting on trends and improvements) (Required)
• Adaptability and openness to innovation (embracing new technology and ways of working) (Required)
• Financial acumen (sound financial planning and budget management) (Preferred)

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return. Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive - personally and professionally.

• 30 days' holiday plus bank holidays, which increases to 31 days after 5 years service, with the option to purchase up to 5 contractual days per year
• £6,000 car allowance per year
• Company funded individual private medical insurance
• Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
• Share in Santander's success by saving or investing in our share plans.
• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services
• Competitive rewards that reflect the real impact you make and the value you bring.
• Wellbeing that goes beyond work - we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
• Support for every life stage - from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
• Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.

Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone - regardless of age, gender, disability, civil status, race, religion or sexual orientation. We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates. We want our people to thrive - at work and at home - while delivering the best outcomes for our customers and supporting each other to grow.

To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles). When applying, please consider the travel distance, time and cost to your chosen office location(s).

Right to work in the UK • Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa/permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa/permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.

We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply. If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at resourcing@santander.co.uk.