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Service Delivery Manager


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Think outside the box

We know that sometimes people can be put off applying for a job if they think they can't tick every box, but if you are excited about this opportunity and think you can do most of what we are looking for, then go ahead and apply. You could be exactly what we need!

Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

Service Delivery Manager

Bristol, England, United Kingdom | Permanent | Full time

Service Delivery Manager

  • Bristol, England, United Kingdom
  • Full time

Retail UK Application Operations, which is part of Technology Services, is responsible for the full end-to-end support of a wide range of systems/applications used by internal and external users.

Purpose of the Role

The Service Delivery Manager manages and acts as the internal Technology Services focal point for all matters relating to the scope of services assigned and will have a full understanding of all of the components of those services.

The Service Delivery Manager (SDM) is accountable for the overall management of a defined portfolio of IT Services. This includes service health, risk reduction, cost optimisation and customer satisfaction. The SDM will:

Ensure all vendor partners and internal teams understand the business impact of the services, IT SLA targets and OLA's in place and strive towards consistent achievement through strong vendor governance.

Represent IT Services in audits and regulatory inspections and competently manage risks.

Ensure all technical teams maintain an accurate knowledge base and documented topology of the service E2E to BOI standards.

Ensure that services are effectively transitioned to support teams from change/project teams.

Create a culture of process improvement with a focus on streamlining internal operations with all teams ensuring added value to our businesses and meeting customer needs.

Essential Qualifications

  • 2 A levels or equivalent qualification
  • Experience of IT service management and service delivery
  • Experience in dealing with outsource vendors
  • Strong customer focused background and commercial awareness
  • People/team management
  • Experience in discussing technical issues with people at all levels

Key Competencies

  • Customer Focused - People Manager
  • One Group, one team - People Manager
  • Agile - People Manager
  • Accountable - People Manager
  • Champion Transformation - People Manager

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Closing date: Aug 22, 2021

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.


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