• The Service Quality Manager (SQM) role aims at supporting the Service line/Value Stream and the Controls Owner to drive various Service Quality upliftment activities across Service Management (SM) disciplines for the Service line/Value Stream where its necessary.
• SQM must work with Development managers and the ITSOs to identify and document the points of failures for all the services in Service line/Value Stream based on the technologies used and tier of the service.
• SQM extends governance over the Incident, Problem, Change, Capacity Management, Vulnerability Management, Access Management, technology evergreening status - Certificate expiry etc. and not limited to these practices (from helping implement the new frameworks in some of these areas to running the operational governance processes/meetings)
• SQM should build appropriate tooling/MI enhancements to provide business and IT with key information which can be used to drive quality, cost and productivity actions. SQM must monitor the progress on each of the SM practices and ensure the necessary corrections are done.
• Design and Implement the Management Information Dashboards for better information and governance around the Performance and Controls Indicators. Design, develop and implement various dashboards using Service Now as the banking Group recognized Service Management tool.
• Drive down outstanding problems with Change Management practice, perform pro-active problem management, report on service quality and identify opportunities for improving Service Resilience.
• Analyse the volume of Capacity/Change/Configuration/Programming defects/environment related Production Incidents in order to provide better levels of service availability to business.
• Communicate effectively to all levels within the organization. Own quality improvement projects and drive to completion.
• Pro-actively review services architecture and identify preventative measures to reduce risk profile.
• Drive improvements in operational processes within own direct remit as well as production support and development teams by delivering enhanced MI, tooling and processes & driving down incident volumes, outstanding problems, manual change activity.
• Own Incident, Problem, Change and Capacity management from a functional perspective and ensure the on-boarding of new services, projects into production support teams is well planned/managed & performed in a standard way.
• Work xlob and functions to assess impacts of incidents for owned and consumed systems and processess
• Work closely with production support, Engineering and Service Management teams to ensure the documentation quality objectives are agreed and met at Service line/Value Stream.

Hybrid - 2 days in Birmingham or Leeds or Sheffield

6 months rolling contract

Rate - Negotiable, but inside IR35