Service Analyst Lead

Job Description

Join us as a Colleague Technology Services (CTS) Lead

  • In this key role, you’ll be leading a team of CTS Analysts to operate a highly performant Internal technology environment and associated productivity solutions within Natwest Boxed
  • You’ll provide excellent service to our customers through the delivery of one or more service management disciplines, such as incident, problem, change, configuration, capacity, availability or configuration management
  • The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills

What you'll do

As CTS lead, you’ll be defining, implementing and continuously improving the internal technology environment and SaaS solutions used by Natwest Boxed employees. You’ll work within the Service Management team, and provide technology leadership and people management for a small team of CTS analysts, system administrators and automation engineers. You'll also plan, prioritise and implement impactful technology investment initiatives.

Day-to-day, you’ll be:

  • Working with our service management, Security, Privacy, Engineering and People/HR teams to ensure the CTS team delivers the highest standards of technical support and customer satisfaction
  • Focussing on how to scale the CTS function’s impact without burning man-hours/adding headcount, through the development of automation and self-service
  • Providing technical leadership and escalation support for the CTS team on relevant tools/technologies
  • Supporting the team to deliver value at pace while managing the expectations of stakeholders

The skills you'll need

We're looking for someone with a positive, service-oriented attitude and knowledge of Cloud/SaaS productivity and communications applications. You'll also have In depth knowledge in a particular area of CTS tooling  and breadth of knowledge across the domain.

On top of this, you’ll bring:

  • Hands-on technical skills on relevant tools and platforms
  • The ability to identify and automate repeatable processes using code or script
  • An understanding of how to strike the right balance between automation and manual process on a cost-benefit basis
  • The ability to influence 3rd party suppliers to deliver and exceed contractual service levels
  • Experience on how to forecast, budget and manage costs of CTS tooling/services
  • The ability to define, review, and change service desk / CTS operations framework and processes, operating alongside the established bank processes