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Technical Service Owner


Technical Service Owner

Dublin | Ireland

As Bank of Ireland`s Service Integrator, Technology Services is accountable for IT Service Delivery in a multi-vendor outsourced model. Technology Services integrates the services of our Application, Infrastructure and Network vendors into a suite of IT Services focussing on the delivery of a great customer experience.

The Bank supports its varied customers through a variety of complex application services. These services are made up of number components that include application code, hardware, middleware, network, database and third party products.

This role will be accountable for the entire technical landscape for a set of assigned IT Services. The TSO will support the Bank in ensuring it maintains resilient technical services both now and the future. In performing this function they assess the impact of all change including design, volume, and currency & security requirements. The TSO will be a part of the team which will support the Service Delivery Manager who have overall responsibility of the services.

Key Responsibilities:

  • Maintain the Intellectual Property (IP) for the Bank including end to end knowledge management
  • Consult with other departments to assess the design of new/amended IT services and ensure that the necessary operational support requirements are considered
  • Coordinate responses to ad hoc queries and Projects from outside Application Support
  • Support the Service Delivery Manager on technical projects related to security / infrastructure refresh / patching / upgrades
  • Protect Service by assessing the impact of change by participation in Service Introduction, Transition activities and change management forums
  • Deliver an effective Level 2 support service for both Incidents & Problems
  • Manage the vendor(s) delivering the Level 2 service
  • Identify and recommend solutions to service gaps that may arise
  • Support the drafting and review of issues where required
  • Propose and assist with proactive maintenance including performance and capacity management
  • Develop expertise in the Bank`s Diagnostic tools and recommend configuration
  • Develop a proactive service monitoring approach
  • Keep abreast of technical developments and tools that could assist the Bank
  • Ensure Service Security and Compliance
  • Suggest IT Service improvements

Essential Qualifications:

  • Third Level IT Qualification
  • ITIL Certification or equivalent
  • Project management certification PRINCE 2 / PMI or equivalent desirable


  • Team development
  • ITIL and /or Quality process
  • Leadership and management of teams
  • Experience in dealing with international outsource vendors
  • Strong customer focused background and commercial awareness
  • Demonstrable experience in discussing technical issues with people at all levels (Customers, Vendors, Service & Business Partners and other Technology Services teams)
  • Process improvement experience with a focus on continued streamlining of processes
  • Proven ability to present service improvement initiatives to both technical and non-technical audiences


  • Leadership Skills
  • People Management Skills
  • Vendor Management Skills
  • Interpersonal Skills
  • Relationship Management Skills
  • Influencing and Negotiations Skills
  • Analytical Skills
  • Communication skills - verbal and written

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.

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.

Closing date: Nov 22, 2017

Unfortunately we are unable to process applications at this time due to maintenance. This is expected to last until 6am Monday 20th November. If you leave your details with us here we will contact you informing you when we are live again. Thank you for your patience.

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