Major Incident and Service Delivery lead | S2-level | Milton Keynes

IT STARTS HERE Santander 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.

Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.

THE DIFFERENCE YOU MAKE Santander UK is looking for a Major Incident and Service Delivery Lead based out of Milton Keynes. This role is within the Infrastructure, Operations, and End-User Technology (EUT) division of a UK bank. This key role focuses on Incident Management and Service Delivery, providing expert guidance and direct oversight of Incident and Problem Management processes to ensure swift incident resolution and robust data insights. Your primary focus is to ensure the stability, availability, and continuous improvement of IT services. You will provide direct oversight and leadership for the major incident and problem management lifecycle, ensuring efficient and effective resolution of major incidents to minimise business impact. This involves establishing and maintaining Service Management across all core IT Operations areas.

To succeed in this role, you will be responsible for:

• Ensuring effective incident management and robust reporting as the bank transitions to a Global Tech Hub, contributing directly to IT service stability and availability.
• Supporting the Global Tech Hub (GTH) Incident function by guiding incident and problem management processes.
• Ensuring final priority and agreement on incident resolution paths.
• Managing UK Communications during major incidents, liaising with IT and business stakeholders for clear status updates.
• Providing on-call support for escalations related to major incidents.
• Collaborating with various IT teams to improve incident response capabilities and establish robust procedures to prevent future outages.
• Analysing incident and problem trends and performance metrics to identify areas for improvement, presenting these insights in operational governance forums.
• A core responsibility involves owning risk and control compliance specific to Incident Management and Problem Management, ensuring effective governance.

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. The following requirements represent the knowledge, skills, and abilities essential for success in this role.

• Extensive experience in Major Incident and Service Delivery Management within complex, regulated financial environments.
• Proven record in Incident, Problem, and Change Management, ensuring swift service restoration and minimal disruption.
• Skilled in leading cross-functional technical teams and third parties to resolve high-impact issues.
• Strong ability to transform incident data into actionable insights and executive-level reporting.
• This role champions a continuous service improvement culture, facilitating reviews and driving systemic initiatives to enhance service quality and satisfaction.
• Bachelor’s degree in IT, Computer Science, or a related discipline (or equivalent experience).
• ITIL Foundation / Intermediate Certification preferred.
• Training in Operational Resilience, Service Management.
• Ongoing professional development in governance and risk management practices.

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.

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.