Business Unit / Team: Chief Operating Office
Salary range: £71,200 - £100,000 per annum DOE + red-hot benefits

Get out of your comfort zone. Live a life more Virgin.

Our Team
Enterprise Systems provides cutting edge solution across Finance, Risk, Financial Crime, HR and Operations in support of customer facings colleagues while delivering change is a significant focus, we are looking additionally to ensure that we deliver a high-quality service for the solutions we provide to our end users. That means effective management of incidents as they arise, effectively addressing root cause problems and driving proactive continuous improvement. To that end we are seeking a Senior Manager to oversee the delivery of service across all of the applications that Enterprise Systems creates and manages.

What you’ll be doing
• Defining the optimal Maintenance and Support (M&S) operating model for the CIO are
• Shape and execute the role of M&S in supporting key static test environments: NFT, SIT6.
M&S Service Delivery
• Be the principal point of contact for Service but specifically incident management/problem management working closely with TOCS
• Provide updates on incidents (P1-P4) and small change activity as appropriate to the wider Enterprise Systems leadership team and business areas, cascading messages from the overall incident management process
• Maintain visibility and drive to completion the problems raised as a consequence of incidents.
• Define and manage required daily health checks on production systems, proactively managing issues and manging communications as needed to impacted business areas
• Provide complementary ongoing monitoring of IT currency (technical debt) and prioritise addressing vulnerabilities. Oversee applying necessary changes where possible within the M&S capacity or raising with other leadership team members for inclusion in project activity.
• Lead on the development, input and evolution of the CMDB
• Provide regular service reporting to the CIO and leadership team on service incidents/problems and overall service status
• Identify continuous improvement opportunities to reduce the frequency or eliminate regular incidents and implement through M&S teams or feed opportunities back to development areas for inclusion in backlogs
• Oversee and prioritise small changes that can be delivered across M&S teams.
• Support the knowledge transfer process from projects to relevant M&S teams as scope of applications changes
Operational Management
• Set out and manage an appropriate workforce strategy for the M&S services
• Manage permanent people within the M&S service.
• Manage the MSA M&S services relevant to Enterprise Systems, attending MSA service reporting sessions and providing oversight to the effectiveness and quality of the services provided
• Ensure contract and costs for the MSA M&S services are fit for purpose
• Collate and manage the overall M&S budget for the CIO area

We need you to have
• Service Focus: Dedication to understanding and meeting service needs, delivering value, and ensuring satisfaction with the operation of Enterprise Systems applications.
• Communication Skills: Ability to effectively convey information, both verbally and in writing, to team members, stakeholders, and leaders.
• Problem-Solving Skills: Aptitude for identifying challenges, analysing root causes, and devising practical solutions to deliver a quality service
• Technical Knowledge: Understanding of relevant technologies, methodologies, and industry practices related to the Enterprise systems technologies
• Attention to Detail: Ability to maintain accuracy and precision in project documentation, deliverables, and quality assurance processes
• Organizational Skills: Proficiency in defining service operating models, coordinating disparate activities across multiple teams
• Risk Management: Competence in identifying potential risks, assessing their impact, and developing mitigation strategies to drive service improvements

It’s a bonus if you have but not essential
• Leadership: Capability to inspire, motivate, and lead teams towards service goals while fostering a positive work environment
• Influencing Skills: Ability to collaborate and influence across multiple COO areas to support the resolution of problems and secure prioritisation of continuous improvement

Red Hot Rewards
• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more
• Up to five extra paid well-being days per year
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
• Market-leading pension
• Free private medical cover, income protection and life assurance
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness
• Ability to work anywhere in the UK (where the role allows)

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? Apply as soon as you can. If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with. We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money’, underpins everything we do. We believe in doing banking differently, innovating and working together to make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.