What is the opportunity?

You will have the opportunity to play an important role for Technology Services and Group IT in the Management and Delivery of Digital Services which are at the heart of our relationship with our customers, and form our most strategic channel.

The role includes interaction with the business and IT teams across a range of Digital services and technology!

In this Role, you

• Support the Senior Service manager as a contact for business partners regarding management of their IT services within the portfolio, handling critical issues, communicating incidents and providing resolution details.
• Communicate regular updates to business partners on the status of service including incidents, problems, changes, requests, MI and service availability metrics.
• Contribute, support and present agreed service reports at service reviews and governance meetings
• Collaborate and engage with internal teams, vendors and Business Partners in pursuit of delivery of quality service to our customers.
• Maintain a comprehensive knowledge of the services supported within the service portfolio
• Support Management through positive and proactive participation within the team and active collaboration with colleagues.
• Define and track Key Performance Indicators, Service Level Agreements, and performance metrics. Regularly report on service health and improvements.

What will make you stand out?

Combining your knowledge and experience gained within an IT Operations environment, you will be able to demonstrate a strong delivery and customer focus approach.

You have the ability to deliver effective customer service management with strong communication and influencing skills and demonstrate strong customer relationship competencies. Experience within digital channels will set you further apart.

You are results and outcome focused with the ability to translate IT into business language, with confirmed ability to build effective relationships at different levels internally and with business partners.

You will be energetic, display a good awareness of risk and compliance and be capable of consistently prioritising a mixed workload effectively and efficiently.

Strong customer focused background, with a good appreciation for Risk Management.

Continuous improvement mind-set with a proven ability to present service improvement initiatives , to and discuss technical issues with both technical and non-technical audiences at various levels.

Good understanding of Site Reliability Engineering(SRE) Practices with experience working in cross functional environment to deliver improved Service quality, reliability and resilience, including automation and self-healing capabilities.

Essential Qualifications

There are no specific qualifications or minimum educational requirements needed for this role, however, some of the following are desirable.

• Third Level IT Qualification
• Site Reliability Engineering certification
• ITIL foundation certification
• DevOps certification

More about the team

The Digital Services Operations area are accountable for the end-to-end maintenance and support of the banks key customer facing online channels.

We provide management, oversight and Governance for all Digital Banking Services delivered through a collaboration with Bank or Ireland and its partners. Digital Service Operations offer a 24x7 service, some out of hours support may be required.

Digital Services are at the heart of our relationship with our customers and form our most strategic channel.

Why work with us?

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 23 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!