RTGS Service Operations Manager

DescriptionThe Bank of England is the UK's central bank. Our mission is to deliver monetary and financial stability for the British people.The Bank of England is a diverse organisation. Each of its 4,000 people are committed to public service and dedicated to promoting the good of the people of the United Kingdom by maintaining monetary and financial stability.Work for an organisation steeped in history with a front row seat for the digitalisation of the financial sector, and the rise of rise of Fintech and Regtech. With our people at our centre, Technology enables the Bank of England to deliver its mission by providing a diverse set of technical solutions and platforms. From supporting critical systems which underpin the UK economy, to evolving data analytics, reinventing our online presence. Be part of a team that’s constantly evolving, just like our industry.The world of payments is changing rapidly. New innovative technologies are being developed to meet the changing needs but these can give rise to new threats to users of the payments system, and to the stability of that system as a whole. This means that we need ever stronger protections and more resilient infrastructure.Purpose:Reporting to the RTGS Service Owner, The Service Operations Manager is a senior technical management role with accountability for the operation of all RTGS services in a complex technical environment. The Service Operations Manager is responsible for driving overall stability across the RTGS service, ensuring delivery of the service to agreed levels of quality, and achieving or surpassing SLAs as well as meeting other standards and policies. The role holder will be able to swiftly build a network across Technology and the wider Bank to gain stakeholder support for maintaining the high standards required for this critical service.As the Service Operations Manager, you will be responsible for the delivery of the RTGS service with a focus on quality and improvement of the new payments platform. You will have the ability and experience to lead senior management forums, operating with appropriate gravitas and impact.  You will need to be flexible to meet different demands from both business and technology stakeholders.  You will be encouraged to use strong stakeholder leadership skills at all levels, handling relationships with business and IT contacts and influencing others to achieve positive outcomes.You must hold a strong understanding of modern software delivery and management principles to contribute to the performance and governance of the RTGS System team. During any disruption to the service, you will represent the RTGS Service Owner in recovery of the service and incident management reviews so an understanding of ITIL principles is also important to being successful in this role. Key Responsibilities·         Be the main service operations contact, on behalf of the RTGS System owner·         Take the lead in delivery of the software platform in the live system·         Understand future business demand and lead the planning of any related changes·         Building and maintaining senior Business and Technology relationships·         Manage business expectations and understand colleague perceptions so services are delivered and maintained to meet their requirements, in line with the core capabilities of the platform.·         Develop and maintain a strong technical understanding of the IT services provided by the platform and the opportunities it offers to stakeholders.  ·         Be the principal IT and escalation contact for the RTGS Technology team in relation to live service, ensuring service level requirements are met and contributing to operational and service reviews. ·         Support the Technology major incident process to confirm platform impacts, ensuring that the teams are supported and informed, and the impacts are effectively represented within Technology.  ·         Work closely and collaboratively with the RTGS System leadership team to ensure successful onward delivery of the RTGS services.Minimum CriteriaThe role is a respected member of the Technology management community, with experience of managing a wide range of internal stakeholders. The following skills/experience are essential to the role:·         Experience in an operational IT management position, including delivery against service  commitments in a changing environment·         Track record of working well under pressure with clear, logical thinking in challenging situations.·         Experience of developing best practise policies and procedures within an ITIL environment·         Experience of driving a proactive, analysis-based Continual Service Improvement process.·         Experience of technology and service roadmaps, ensuring clear and effective processes are in place to ensure service is protected·         Familiarity with IT architecture, design, software development methods and support ·         Demonstrable experience in senior stakeholder management, driving consensus between large groups of stakeholders·         Strong interpersonal communication and influencing skills·         Ability to communicate about technical matters, and influence across all levels with confidence and clarity, building long term relationships·         Ability to manage several work streams in parallel and to work to tight deadlines·         Experience of Service Continuity/IRSCMWhilst not essential the following skills/experience are desirable:·         Knowledge of the Payments business area of the Bank or equivalent experience.·         ITIL v4 accreditation ·         Experience of risk, audit and other key compliance functions·         Experience in agile ways of working in project and/or service delivery experience·         Experience of IT financial management and how this relates to assets and services.·         Development of technology skills and training plansQualificationsOur Approach to InclusionThe Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve. At the Bank of England we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it’s by drawing on different perspectives and experiences that we’ll continue to make the best decisions for the public.We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed.For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month.  Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders.Finally, we're proud to be a member of the Disability Confident scheme.  You can find more information on what this means here. If you wish to apply under this scheme, you should check the box in the ‘Candidate Personal Information’ under the ‘Disability Confident Scheme’ section of the application.  Salary and Benefits InformationThis specific role offers a base salary of circa 61,770 - 78, 300 per annum (depending on skills and experience) on a full-time basis.  We encourage flexible working, part time working and job share arrangements.  Part time salary and benefits will be on a pro-rated basis as appropriate.In addition, we also offer a comprehensive benefits package as detailed below:•    A non-contributory, career average pension giving you a guaranteed retirement benefit of 1/95th of your annual salary for every year worked. There is the option to increase your pension (to 1/50th) or decrease (to 1/120th) in exchange for salary through our flexible benefits programme each year.•    A discretionary performance award based on a current award pool.•    A 7% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.  (Note that from       April 2023 and for the Benefits year 2023/24, this will increase to 8%) •    26 days’ annual leave with option to buy up to 12 additional days through flexible benefits. •    Private medical insurance and income protection.National Security Vetting ProcessEmployment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy.  Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank’s Privacy Notice at Privacy and the Bank of England | Bank of England.The Application ProcessImportant: Please ensure that you complete the ‘work history’ section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It’s therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process. The closing date for applications is 10/10/2023The assessment process will comprise of two stages.  Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.Job Field: Information TechnologyOrganization: 160000 - RTGS TECHNOLOGY BAU