EUT Service Management Support | S2 | Chief Information & Resilience Office | Milton Keynes | Internal Mobility

EUT Service Management Support | S2 | Chief Information & Resilience Office | Milton Keynes | Internal Mobility

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 out 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 EUT Service Management Support based out of Milton Keynes.

The purpose of this role is to support the delivery and continuous improvement of outsourced End User Technology (EUT) services through effective service management, supplier oversight, performance monitoring and stakeholder engagement, ensuring a reliable and high-quality user experience.

Applicants must possess a degree in Digital Technology Solutions or be on track to complete their degree by Q2 2027.

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:

• Support the operational management of End User Technology (EUT) services, ensuring outsourced providers deliver services in line with agreed service levels and business requirements.
• Assist with the review of service performance reporting, including KPIs, SLAs, operational metrics,risks and issues, helping to identify areas of concern and supporting appropriate follow-up or escalation.
• Coordinate incident, problem and service request management activities with third-party suppliers to support timely resolution and minimise business impact.
• Support supplier governance and service review processes, preparing management information, tracking actions and facilitating stakeholder engagement.
• Assist with service changes, releases and improvement initiatives, ensuring activities are appropriately coordinated, communicated and documented.
• Administration activities aligned to procurement, raising POS, Invoicing and budget tracking.
• Support compliance with technology, risk, security and regulatory requirements, ensuring appropriate controls and evidence are maintained across EUT services.
• Build effective relationships with business stakeholders, technology teams and service providers, acting as a point of coordination to support service stability and continual improvement.

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:

• Supporting IT service management processes within an enterprise technology environment, including incident, problem, change and service request management. (Preferred)
• Working with third-party suppliers and managed service providers to support service delivery, monitor performance and track issue resolution. (Preferred)
• Producing and analysing service performance reporting, including KPIs, SLAs, operational metrics and management information. (Preferred)
• Coordinating governance and stakeholder engagement activities, such as service reviews, action tracking, meeting management and communications. (Preferred)
• Maintaining operational documentation and service records, ensuring procedures, knowledge articles and supporting artefacts remain current and accurate. (Preferred)
• Using IT service management platforms (e.g. ServiceNow or equivalent) to support the management and reporting of technology services. (Preferred)
  

Education:

• Degree, HND or equivalent qualification in Information Technology, Computer Science, Business Management, or a related discipline. (Preferred)
  

Languages:

• Spanish (Preferred)
  

Hard Skills:

• IT Service Management (ITSM) - Knowledge of Incident, Problem, Change and Service Request Management processes and controls. (Preferred)
• Service Performance Monitoring & Reporting - Ability to analyse, interpret and report on KPIs, SLAs, operational metrics and service performance trends. (Preferred)
• Supplier & Vendor Management - Experience supporting third-party service providers, monitoring contractual obligations and tracking service improvement actions. (Preferred)
• ServiceNow (or equivalent ITSM tool) - Proficiency in using ITSM platforms to manage incidents, requests, changes, reporting and workflow activities. (Preferred)
• Data Analysis & Management Information - Solid capability in Microsoft Excel and reporting tools to produce accurate management information, dashboards and service reports. (Preferred)
• Risk, Compliance & Operational Governance - Understanding of technology risk, security, audit and regulatory requirements and how they apply within a service management environment. (Preferred)

Soft Skills:

• Stakeholder Management - Ability to build and maintain effective working relationships with internal customers, technology teams and third-party service providers. (Preferred)
• Communication Skills - good verbal and written communication skills, with the ability to convey information clearly to both technical and non-technical audiences. (Preferred)
• Organisation and Planning - Ability to manage multiple priorities, coordinate activities and track actions to ensure deadlines and service commitments are met. (Preferred)
• Problem Solving - Ability to analyse issues, identify root causes, evaluate options and support timely resolution of service-related challenges. (Preferred)
• Attention to Detail - good focus on accuracy and quality when maintaining documentation, producing reports and monitoring service performance. (Preferred)
• Collaboration and Teamwork - Ability to work effectively across teams and suppliers, contributing to service improvements and achieving shared objectives. (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.

Salary Range:
£41,200.00 - £61,800.00 per annum (depending on experience)

This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

• 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.

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.

IMPORTANT INFORMATION FOR INTERNAL APPLICANTS:

PERMANENT ROLES:

• If you are currently employed by Santander UK plc on TSB Legacy terms or by TSB and choose to apply for this Santander vacancy, please be aware that, if successful, you will move onto full Santander terms and conditions of employment and will no longer be part of the TSB Legacy population with effect from the start date of your new role.

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply.

For further Guidance please visit Internal Mobility - Candidate Guidance.

If you want to know more about the opportunity:

Please contact Philip Long or William Mackay – Philip.Long@santander.co.uk William.mackay@santander.co.uk

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