Lead Technical Application Service Specialist

JOB TITLE: Lead Technical Application Service Specialist

LOCATION: Edinburgh

HOURS: Full time, 2-year fixed term contract

WORKING PATTERN: Hybrid

Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of our office sites.

About this opportunity

Help shape the resilience of services that support millions of customer payments every day.

We're looking for a Lead Technical Application Service Specialist to provide technical service leadership across our Payments Platform. You'll play a key role in protecting customers and colleagues by ensuring critical payment services remain resilient, secure and well controlled.

Working across engineering, product, operations, suppliers and business teams, you'll help drive the evolution of our production services towards more automated, observable and data-driven ways of working. This is an opportunity to influence service strategy, strengthen operational resilience and deliver meaningful improvements to customer outcomes.

Key responsibilities include:

• Providing technical leadership to improve service reliability, availability and recoverability across critical payment services.

• Leading complex incident recovery and service restoration activities across internal and supplier-supported environments.

• Driving problem management and root cause analysis activities to reduce recurring service issues.

• Improving operational processes, controls and service governance to strengthen production stability.

• Using service data, monitoring and observability insights to identify risks and opportunities for improvement.

• Partnering with engineering and product teams to embed resilience, scalability and operational readiness into service design and delivery.

About us

If you think all banks are the same, you'd be wrong.

We're an innovative, fast-changing business that's shaping finance as a force for good. We're focused on creating a more sustainable and inclusive future for our customers, businesses and communities.

Together we're building a purpose-led organisation where colleagues are empowered to grow, develop and make a real difference.

What you'll need

• Service Management: Experience leading service management activities across complex, business-critical technology environments, including incident, problem, change and operational readiness processes.

• IT Operations: Ability to manage and improve production services, ensuring reliability, availability, recoverability and operational control.

• Continuous Improvement: Experience identifying trends, reducing operational risk and delivering measurable service improvements through automation and process optimisation.

• Data Analysis: Ability to use operational, service and performance data to identify risks, prioritise actions and inform decision-making.

• Stakeholder Management: Experience building effective relationships across engineering, business, risk, supplier and operations teams, translating technical issues into clear business outcomes.

• Leadership: Ability to coach and support colleagues, create clarity during incidents and drive shared accountability for service excellence.

And any experience of this would be really useful

• Supporting payment services such as CHAPS, Faster Payments, BACS, SWIFT, International Payments or payment gateways.

• Experience working within operational resilience or regulated financial services environments.

• Knowledge of observability and monitoring platforms such as ServiceNow, Dynatrace or Splunk.

• Experience with Site Reliability Engineering practices, cloud-hosted services or modern automation approaches.

• Working with third-party service providers, managed service partners or distributed teams.

• Relevant qualifications in ITIL, service management, resilience, cloud technologies or payments operations.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We're disability confident, and we'll make reasonable adjustments to our recruitment processes wherever needed. We welcome applications from people of all backgrounds and experiences and are committed to creating an inclusive environment where everyone can succeed.

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

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, including discounted shopping

• 30 days' holiday, with bank holidays on top

• A range of wellbeing initiatives and generous family-friendly policies

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