Product Owner in London

5 years' experience in working in Technology Major Incident Management.

Experience working in the financial industry.

SME level understanding of Service Management processes.

Very strong command and control.

Ability to work 24/7 shift patterns.

Preferably located in the north of England.

• Triage and prioritise incidents.
• Facilitate Service Recovery.
• Facilitate Business Engagement.
• Communicate recovery progress to senior management.
• Contribute to Incident Major Incident Reviews.
• Execute the Incident Management Practice.
• Participate in the Management Escalation Call MEC process.

Principal Accountabilities, Targets and Measures:

• Impact on the Business: Driving Sustainable Growth.
• Engages with colleagues across the group including senior peer managers to generate active discussions to achieve suitable solutions to problems that meet both the Banks and their customers' business requirements.
• Seeks ways to improve efficiency and minimise duplication.
• CTO services exceed business partner and customer expectations through reduced occurrences of service problems and corresponding service minutes lost.
• Achieving Excellence: Focus on medium- and long-term goals even when under pressure.
• Makes considered decisions with factual coherent recommendations and benefits implications.
• Implement globally consistent incident management processes.
• Measurable improvement in customer satisfaction and service quality.

Change Implementation:

• Steers and guides the team to deliver change activity and provides regular updates to stakeholders including progress, risks, and issues.
• Leads end-to-end change journey and validates mitigation plans.

Customers and Stakeholders:

• Customer Focus: Demonstrate outstanding customer advocacy ensuring seamless service from incident escalation through to resolution and root cause identification.
• Seeks opportunities and provides proposals to improve the process, increase efficiency, and interactions with customers throughout the incident lifecycle.
• Adherence to Incident Management techniques measured by reduction in mean time to restore and mean time to root cause.

Effective Communication:

• Effectively communicate service impacting problems including business impact and root cause in a timely manner using the global toolset in accordance with stakeholder expectations via both written and verbal means.
• Engages confidently and clearly with colleagues and executives throughout the incident lifecycle.

Data Capture:

• Ensure incident lifecycle data is accurate, complete, consistent, and available to enable analysis for proactive service problem prevention and ongoing continual service improvement.
• Measured reduction in repeat incidents.

Leadership and Teamwork:

• Build rapport and mutual understanding within and across teams to improve service delivery and achieve the Banks' objectives.
• Encourage debate and open discussion to improve service delivery through teamwork.
• Creates and promotes opportunities for networking and identifies and builds relationships with key contacts and influencers.

Team Management:

• Lead and manage the resources engaged in incident management activities for the duration of the incident.
• Maintain excellent working relationships with all contributors from Service Management through to Business Service Owners and Senior Management with the ITID function.
• Evidence of excellent customer service and support, interpersonal skills, and demonstrates understanding and empathy.

Operational Effectiveness Control:

• Ensure compliance with external regulatory requirements and internal controls.
• Managing risk responsibly.
• Promotes and manages relevant monitoring and reporting requirements within their team.
• Ensures timely implementation of recommendations made by internal/external auditors and regulators.
• Implements IT Operations best practice in risk policies and governance framework for incident management.
• Evidence of risk mitigation as a result of Incident Management activities.

Maintaining high quality CTO service provision of critical services that have the potential to cause significant disruption to the bank and its customers in an increasingly fast-changing environment with increased regulatory oversight and stringent cost management.

Client IT infrastructure is very complex, diverse, and ever-evolving, resulting in establishing impact recovery options being problematic and therefore communicating the issue to stakeholders a challenge.

Role Context: The Client IT environment is extremely complex comprising a wide variety of platforms and environments in a 24x7x365 model, and incidents must be either fixed or circumvented within agreed service levels. Failure to recover the services in line with agreements can severely impact the group's profitability and reputation.

Skills Mandatory Skills: Major incident management, Risk Management (Credit/Market/IT/Ops), Stakeholder Management.