Senior Service Operations Manager, Permanent

Edinburgh or Glasgow, hybrid working

Excellent Salary & Benefits

Our purpose

The Tesco name comes with a dedication to customer service excellence, but Tesco Bank offers something more: a fresh approach to finance. While it’s an innovation, ours is a business built on the next development, the evolution to come. For forward-thinking, technical professionals, that means making a wide-ranging and long-lasting impact in an organisation that’s changing the face of banking for our customers.

We're on a mission to make our customers happier and more successful by putting them in control of their finances.

The Role

We are recruiting a (Senior) Service Operations Manager for IT Service Continuity Management. This role will sit within our IT Operations team.

You will be responsible for:

• Facilitates the creation of Disaster Recovery plans with subject matter experts and value stream/centre of excellence stakeholders.
• Facilitates the execution of Disaster Recovery plans within test events, validating that RTO/RPO targets are met, conducts post-test reviews, and tracks issues requiring remediation.
• Act as the ITSCM champion who ensures all value streams and centres of excellence are aware of and compliant with Disaster Recovery requirements, planning and testing obligations - both for existing services and for the pipeline of change.
• Maintain a calendar of Disaster Recovery test events, ensuring that all services are tested on an appropriate frequency for the respective service categories and any regulatory requirements.
• Reporting of ITSCM standards compliance, readiness, and test execution across the estate.

• Owning the non-functional requirements for Service Continuity Management.

• Representing Service Continuity Management at forums such as Change Management Board and Readiness Board.

• Ensuring that backup and recovery procedures are documented, tested, and verified on an appropriate, recurring timescale.

• Supporting the development and maintenance of relevant standards documentation.

• Liaising with Operational Resilience to ensure Tesco Bank can meet its regulatory requirements on technology resilience.

• You will provide guidance and support to our Supplier Managers on reviews of suppliers and 3rd parties.

• You will identify and own the Controls, Issues, and Actions associated with ITSCM.

What you’ll bring

We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us at Tesco Bank.

• Extensive experience of IT Service Continuity Management / Disaster Recovery.

• Experience of, and ability to effectively engage with IT teams to assess IT systems resilience / Disaster Recovery in multiple Data Centre & Cloud (AWS & Azure) environments.

• Understanding of common backup and restore tools and strategies.

• Knowledge of the Financial Conduct Authority (FCA) / Prudential Regulatory Authority (PRA) regulatory requirements for Operational Resilience

• ITIL certification to foundation level or above.

• Mentoring of junior staff to build capability in the ITSCM domain.

• Lead and influence people to drive improvements and deliver results.

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