Continual Service Improvement and Knowledge Manager

The Curve Group
11 May 2019
21 May 2019
Contract Type
Full Time

Continual Service Improvement and Knowledge Manager

Chief Information Office - Manchester

More about us

Aldermore is a fast growing and successful challenger bank supporting the UK's SME entrepreneurs. To support our ambitious growth plans, a substantial investment is being made in the IT Service Delivery function. Our IT teams work across the business and with our external partners to build, manage and support a secure and reliable IT service to meet these exciting plans. As part of this investment, we are adopting a Service Integration and Management ("SIAM") approach to managing both business and information technology services. The intention is to seamlessly integrate services to provide a single business-facing IT organisation that meets business requirements. This is a move away from managing technologies and infrastructure, to one of managing suppliers and services. By making this change the organisation will become more agile and flexible, able to scale services up and down as required to support business growth and expansion.

We are looking for talented and experienced individuals who want to join challenging yet rewarding environment. The organisation is big enough to provide career development opportunities, yet small and dynamic enough for everyone to make a difference, develop their skills and make a unique contribution to our future success.

The Role

This role is key in the delivery of process innovation and continuous improvement initiatives across the Bank. It will play an important role in helping to foster a culture of sustainable change through the creation and embedding of service improvement policy and processes, and the supporting framework, to deliver business transformation.

You will be responsible for;

  • Overseeing the deployment, monitoring, maintenance, development, documentation and support of high quality, reliable IT systems and services
  • Participating in the development of the strategic technology plan, processes and solutions, recommending strategies and processes that support operational effectiveness
  • Assisting Service Delivery in driving service management best-practice and ITIL process standardisation as well as identifying and planning for key ITIL process improvement projects
  • Analysing the effectiveness of new knowledge management processes by observing usage and evaluate its impact in terms of organizational benefit

The Person

  • Good working knowledge and understanding of ServiceNow
  • Strong background in Service Improvement
  • Advanced interpersonal skills to engage with peers, customers and senior management to achieve excellent results and partnership.
  • Passion for improving services, operational systems, people, and processes.
  • Experienced in all ITIL processes (incident and problem management, root cause analysis, system performance, release and deployment, operational readiness, capacity/availability management, service analytics and reporting, production governance, triage, application development support, change and configuration management).

The Rewards

As you would expect, this opportunity offers a competitive basic salary and reward package, and you'll also benefit from our commitment to investing in your professional development.

Agencies Paragraph

We do not accept speculative agency CVs. Any CV received by Aldermore will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.

Aldermore is an equal opportunities employer

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