Service Delivery Analyst, AVP

Youll play a crucial role in providing excellent service through the delivery of one or more technology service management disciplines, at a high level of complexity and criticality. Youll have the opportunity to collaborate, communicate, and influence stakeholders at all levels across the bank and externally in your technology service management area. All the while youll be supporting better collaborative working practices by looking at the end-to-end flow across services and customer journeys.

Well also look to you to:

• Proactively deliver at pace when recovering or protecting service, acting with thoroughness when considering the risk to service
• Undertake and deliver technical and operational support for relevant services, activities and processes in support of bank-wide service stability, picking up complex scenarios
• Work collaboratively with colleagues by sharing expertise of existing processes and procedures, to enable an environment of continuous improvement
• Work within a safe environment culture, and look to innovate and use fast feedback loops to translate improvement opportunities into practical outcomes

Were looking for a capable communicator, who has knowledge of one or more technology service management disciplines. Youll need at least eight years of overall experience with at least four years of experience in Production Change and Incident management,creating ServiceNow report, reportVisualization and Dashboards in Snow. You'll need experience in Data Analysis, Excel VBA macro-Automation for Data Analysis and reporting or experience in Power BI or Tableau.

You'll need experience in Infographic, Advanced PowerPoint , DORA Metrics, Data Visualization skills and Confluence. You'll also need experience in AWS Batch Processing, SLAs and ability to understand the Batch dependencies between systems and convert them in Data Flow diagrams.

Additionally, well be looking for:

• Technical knowledge, including platform, technology, products and domains
• Knowledge of relevant industry standard toolsets and processes to drive up customer service within an IT environment
• The ability to communicate complex technical concepts clearly to colleagues up to management level
• Good collaboration and stakeholder management skills