Service Operations Lead Location: Chatham Life feels better when you love your job… Here at Vanquis we do, and it is what we believe has contributed most to our success. Our business has grown so much since we started in 2002 and we've achieved this growth by encouraging our employees to put ideas forward, make decisions and constantly improve the service we provide for our customers. This is a fantastic role within Service Operations where you will be a key stakeholder with the other IT teams to show and develop value. This role is essential to ensure escalations and service improvement opportunities are handled effectively as well as guaranteeing effective communication of service affecting incidents to stakeholders and service provision teams. Joining in this role will give you the chance to drive adoption and standards through the teams by building relationships and meaningful MI. Key Skills: Minimum of 5 years’ experience of Service Operational Management responsibility Proven experience of working within with ITIL aligned processes Proven experience of delivering service transformation aligned to business value Proven experience of successful process implementation / improvement initiatives through iterative change and automation. Good practical knowledge and application of banking compliance and regulations (such as GDPR, PSD2 etc.) in an enterprise level environment Demonstrable experience in creating formal large change documentation e.g. Transformation plans / roadmaps/ business cases Expert level knowledge of ITIL Service Management and Delivery Disciplines Demonstrable experience in working with an agility focus and product team construct ITIL V3 Foundation and further ITIL Lifecycle or Capability qualification Qualifications in Leadership/Management Responsibilities Include: The IT Service Operations Lead will provide the strategic central point of adoption and drive for the Operational functionality of our Service Support, Incident, Problem & Change Management disciplines and Service Adoption. This person will develop, embed and manage these functions and their operating processes, implementing the required mechanisms to improve and add value, embedding success in providing good outcomes for our customers and colleagues. The role will be responsible for driving adoption and the roadmap for IT within the core functional support teams and as such driving technical, policy and process solutions and understanding in line with our current appetite, regulatory stance and customer centricity, with a key goal being to ensure a known position and momentum is held across all business elements. Reporting to the Head of Service Integration and Operations you will be the SME for IT Service Operations, Change and Service disciplines within the IT department and broader business. Embraces and drives a continuous learning culture where the development of new skills and knowledge is paramount to the success of both their and their team’s roles. In particular, a focus on open learning, innovation, and industry awareness should be championed. Provides role model leadership behaviours in communication, collaboration and the recognition and development of their team including regular performance and development conversations, in-time feedback and coaching. Comply with the organisations Information Security Policy, and all subordinate policies and local procedures. Protect the organisation assets in line with the requirements set out in the Acceptable Use Policy. Please note: Once the closing date has been reached we will review all CVs. Should we wish to progress your application we will contact you within four weeks of the closing date. If you do not hear from us within four weeks of the closing date, unfortunately, your application has been unsuccessful. On occasion, we identify alternative roles that may be suitable for applicants and therefore we may retain your CV for up to 6 months for this purpose. If you do not wish us to contact, you or hold your CV on file for 6 months please contact us. We welcome applications from every area of the community, regardless of age, gender, race, nationality, colour, ethnic origin, disability, sexuality, religion or beliefs, and believe that everyone should be treated fairly and consistently. We are TCF (Treating Customers Fairly) ambassadors and believe that everything we do as a company should benefit our customers.