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Technical Services Owner


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Technical Services Owner

Dublin, Ireland | Permanent | Full time

Technical Services Owner

Full time | Dublin | Ireland

Group Technology & Customer Solutions comprises a number of key business areas: Group Customer Origination & Fulfilment, Group Customer Services, Group Services, IT@BOI, Group Information Security, Risk Management Support and the Group Portfolio Office. These businesses are supported by HR and Finance partners

Equality Statement

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.

Description of business unit

This team supports Bank to support 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.

Purpose of the Role

This new role required will be accountable for the entire technical landscape for a set of assigned IT Services. The Technical Service Owner (TSO) will be working with and manage deliverables for a small team of Service Architects supplied by our outsourced Service Partners. This 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 Accountabilities

As the TSO you will be accountable for the overall technical management of a defined set of IT Services from an infrastructure, middleware and application perspective. You will:

  • Maintain the Intellectual Property (IP) for the Bank including end to end knowledge management.
  • Consult with other GTaC 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 GTaC issues where required.
  • Propose and assist with proactive maintenance including performance and capacity management.
  • Develop expertise in the Banks 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

What is the opportunity

This is an exciting opportunity for a person seeking challenging role in an evolving landscape and to be part of a team which is supporting IT@BoI on a new technological journey.

The person will be joining a team which works with various other teams across different towers providing ample opportunities for continuous learning and development.

Essential Qualifications

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

Essential Skills & Experience

10+ years' experience to include:

  • Technical Experience on distributed systems. T24, Mulesoft, JIRA, Oracle ExaData and other associated frameworks are added advantage.
  • Experience of working in DevOps based delivery structure
  • Technical Experience on cloud based service
  • Team management and development
  • ITIL and /or Quality process
  • Leadership and management of teams
  • Experience in dealing with multiple 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

Desirable Qualifications, Skills & Experience

  • Project management certification PRINCE 2 / PMI or equivalent desirable
  • Six Sigma or equivalent an advantage

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: Mar 20, 2020

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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