Company Description
Crown Agents Bank is a vastly growing and regulated UK bank that connects emerging and frontier markets to the rest of the world, using FX and payments technology. We are transforming the way payments and FX move through emerging markets, reducing friction so that more money gets to those who need it. Emerging markets payments are usually challenging, expensive, unreliable and opaque. Our solutions help fix these pain points. Ultimately, we connect traditionally hard-to-reach regions to global financial infrastructure, giving access to the best prices and the fastest, most reliable settlement.
FX and cross-border payments are often complex and expensive, especially when operating in emerging markets. Crown Agents Bank (CAB) wraps its deep and trusted relationships and strength of network around innovative digital capabilities, and cross-border transaction banking solutions to enable fintech, corporates, governments, development organisations and banks to move money to, from, and across often hard-to-reach markets.
We are currently based in Sutton and we are expected to move to our new offices, in London Bridge in May 2024
Job Description
The Service Management team is responsible for defining and implementing the CAB Technology Incident, Problem, Change & Capacity Management and service Transition Procedures. Demonstrating continual service improvement through effective delivery of the core Service Management principles.
Delivering a reduction in incidents and increase of service availability/quality through managing Major incidents and resulting problem records, implementing sound Change and Capacity management processes, the Service Manager will provide reporting of KPIs to achieve effective steering and management of Service Delivery.
- Accountable for delivery/maintenance and quality assurance of all Service Management procedures.
- Act as Incident manager during Major incidents within Technology and be included in an on-call Rota for major incident managements out of core banking hours.
- Create Post incident Review reporting for internal stakeholders.
- Chair Change Board meetings & managing change risk by championing adherence to CAB Technology change procedure.
- Manage and report on problems identified via trend analysis and incident management.
- Complete Regular Reporting to Senior management as required.
- Assist with information required for Audits for Incident, Change, Problem, and any other procedures under Service Management remit.
- Creation of action plans and roadmaps to identify and implement improvements on procedures.
- Work on projects to improve/implement of Service Management principles across Technology as needed.
- Supporting project delivery managing new products/services and providing service transition documentation.
- Providing relationship/stakeholder management across internal/external support functions to achieve improved incident & problem management.
- Working with Platform operations team to support capacity management & forecasting of risks to service delivery.
- Support the IT service desk to achieve SLAs and Continuous Service Improvement.
Qualifications
- Educated to degree level
- ITIL Certification (V4 Foundation Minimum)
- Competent using ITIL framework and experience with implementing ITIL processes into an organisation.
Experience:
- Experience Incident Manage for Technology incidents.
- Experience running change boards, or being involved with change approvals.
- Problem Management experience.
- Thorough understanding of delivering IT services and what 'service' means.
- Extensive experience working in an IT Service Operations environment.
Additional Information
- Hybrid working
- Contributory personal pension plan: - Minimum: Employee 2% and Employer 7%. Employer matches contributions in 1% increments to a maximum of: Employee 5% and Employer 10%
- Life Assurance – 4 times annual salary
- Group Income Protection
- Private Medical Insurance – this may include cover for partner and or children at company cost. Cover includes Optical, Dental and Audiology
- Discretionary Bonus
- Competitive Annual Leave
- 2 Volunteering Days
- Benefit Hut
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