Head of Technology Service Management

JOB TITLE: Head of Technology Service Management 

LOCATION(S): Edinburgh, Halifax, Leeds or Manchester  

HOURS: Full time  

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our locations. The roles involves joining an on-call escalation rota (around 1 in every 6 weeks) to provide support for critical issues.  

About this Opportunity 

We are seeking a Head of Technology Service Management to deliver excellent customer service, ensure safe technology operations and enable the pace of change.   

As a member of the senior leadership team for the Operations & Service Enablement function, a team at the heart of the Group's technology operations, you will be responsible for IT Service Management across the Corporate & Institutional Banking and Business Corporate Banking Divisions.  Leading and continuously improving our IT Service Management to deliver outstanding, customer-centric services aligned to organisational goals. This role will ensure the design, implementation, and optimisation of SM processes, frameworks, and capabilities, embedding a culture of innovation, accountability, and excellence in service delivery. 

You will lead a team of Service Managers and work closely with colleagues across multiple platforms to maintain service stability, drive improvement and prioritise customer service, having an impact every day!   Champion customer obsession by ensuring services are designed and delivered to maximise user satisfaction and productivity. 

Key Responsibilities include: 

This position includes responsibility for managing the delivery of IT services across a business division, acting as the senior lead for any major service issues, and ensuring that live services are protected while also enabling change to happen smoothly. You will also:   

• Take accountability in driving the continuous improvement of technology services using your extensive expertise.  

• Influence efficient, effective, and customer-centric technology decisions to enable colleagues to achieve outstanding customer outcomes.  

• Lead initiatives to improve technology service provision, ensuring alignment with business needs through collaboration with business and technology leaders  

• Lead a team, building strong working relationships with Engineering and Service Improvement teams, and helping to identify and resolve the root causes of service issues.  

Why Lloyds Banking Group 

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you. 

What you’ll need 

• The ideal candidate will have experience managing IT services in large and complex organisations, with a strong understanding of service management frameworks and risk.  

• Good communication skills and the ability to build trusted relationships across different teams will be essential, along with a practical and thoughtful approach to leadership.  

• Deep knowledge and practical application of ITIL frameworks 

Personal Attributes 

• Leading with energy and focus. 

• Customer obsessed – places user needs at the heart of decision-making. 

• Dynamic, resilient, and adaptable leadership style with a focus on collaboration and results. 

• Innovative, seeks and delivers new ideas to improve outcomes. 

• Outstanding influencer, able to shape decisions, build trust, and gain buy-in at all levels. 

• Strong stakeholder management - understands diverse perspectives and aligns stakeholders towards shared goals. 

About working for us 

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop. 

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. 

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. 

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need. 

We also offer a wide-ranging benefits package, which includes 

• A generous pension contribution of up to 15% 

• An annual performance-related bonus 

• Share schemes including free shares. 

• Benefits you can adapt to your lifestyle, such as discounted shopping. 

• 30 days’ holiday, with bank holidays on top 

• A range of wellbeing initiatives and generous parental leave policies 

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.