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    Workplace Technology Lead - London, United Kingdom - NatWest Boxed

    NatWest Boxed
    NatWest Boxed London, United Kingdom

    3 weeks ago

    Default job background
    Full time
    Description

    Join us as a Colleague Technology Services (CTS) Lead

  • In this key role, you'll be leading a team of CTS Analysts to operate a highly performant Internal technology environment and associated productivity solutions within Natwest Boxed
  • You'll provide excellent service to our customers through the delivery of one or more service management disciplines, such as incident, problem, change, configuration, capacity, availability or configuration management
  • The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills

    What you'll do

    As CTS lead, you'll be defining, implementing and continuously improving the internal technology environment and SaaS solutions used by Natwest Boxed employees. You'll work within the Service Management team, and provide technology leadership and people management for a small team of CTS analysts, system administrators and automation engineers. You will also plan, prioritise and implement impactful technology investment initiatives.

    Day-to-day, you'll be:

  • Working with our service management, Security, Privacy, Engineering and People/HR teams to ensure the Colleague Technology Services team delivers the highest standards of technical support and customer satisfaction
  • Focussing on how to scale the CTS function's impact without burning man-hours/adding headcount, through the development of automation and self-service
  • Providing technical leadership and escalation support for the CTS team on relevant tools/technologies
  • Supporting the team to deliver value at pace while managing the expectations of stakeholders

    The skills you'll need

    We're looking for someone with a positive, service-oriented attitude and knowledge of Cloud/SaaS productivity and communications applications. On top of this, you'll bring:
  • Hands-on technical skills on relevant tools and platforms. In depth knowledge in a particular area of CTS tooling and breadth of knowledge across the domain
  • The ability to identify and automate repeatable processes using code/script. Thinking about how how to strike the right balance between automation and manual process on a cost-benefit basis
  • The ability to influence 3rd party suppliers to deliver/exceed contractual service levels. Bringing experience on how to forecast, budget and manage costs of CTS tooling/services.
  • The ability to define, review, and change service desk / CTS Operations framework and processes, operating alongside the established bank processes.
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