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Job Description Summary

Job Description

JOB TITLE: Modern Workplace Service Introduction Lead

SALARY: £62,00-70,000 (flexible)

LOCATION(S): Edinburgh or Leeds

HOURS: Full Time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

Job Description:

Continuing our extensive £3bn transformation programme, Lloyds Banking Group is redefining what a bank is from the inside out. Our technology, our culture, and our mind-set is changing to craft a true technology-led organisation.

Helping our colleagues support our customers with their day-to-day needs has never been more important and if people are your thing, then you've come to the right place. Delivering outstanding customer service is at the centre of our success and you could play a significant part in this.

Modern Workplace is charged with making LBG a cool place to work, wherever you work, by connecting colleagues with the latest technology and tools and providing a first class user experience for IT help and support.

Within the Modern Workplace Service Operations team we're looking for a Technical Service SME to support the Service Excellence team, dealing with engagement from project and initiatives for new services, as well as creating new, and improving operational processes and introducing new capabilities relating to colleague-facing helpdesks, IT@LBG and the associated colleague journeys for incident, request and knowledge. We're looking for someone who can interpret data, discover trends and identify root cause of problems and then redesign processes to improve.

The delivery of colleague-centric solutions is crucial as we're laser-focussed on providing a compelling experience for every colleague.

Within Modern Workplace we operate within a hybrid working pattern. This role will be a mix of on-site in one of the Modern Workplace hubs a minimum of two days a week, and the rest from home.

What does the role involve:

• Alongside the Technical Services Lead, you will be responsible for managing the ‘front door’ for engagement with MWSO
• You’ll be responsible for ensuring that service introduction is completed across all the teams in MWSO
• Also responsible for creation of the end-to-end processes and technical capabilities for any new services landing in MWSO
• Identify and communicate any issues and/or risks relating to new services requiring MWSO support
• Working with the technical and operational teams to review, document and propose improvements to processes to create efficiencies in existing services
• You’ll be responsible for looking at data trends, identifying root cause, and managing through to resolution.
• Strategically we want to move from reactive to proactive - spotting trends and fixing things before they become an issue.
• Working with the Service Excellence team, looking to drive continual service improvement to the IT@LBG/Colleague IT Service Desk colleague journeys.

Experience we're after:

• Technical background with the ability to determine which teams need to play a part in implementing a new service and capability as well as being able to discuss, guide and recommend on technical solutions
• Experience in undertaking process and data analysis to identify and remove waste from operational services
• Demonstrable experience in transforming services and introducing new technical capabilities
• Solid understanding of ITIL/Six Sigma and demonstrable experience in using it to craft best in class services
• Experience translating customer requirements into repeatable end-to-end services
• Experience in implementing new processes/ways of working
• Experience of crafting a phenomenal team environment that attracts and retains talent
• Strong influencing skills to achieve alignment up, down and across the organisation
• You'll also have extensive experience of using ServiceNow, Jira and ideally Power Bi

You'll also receive a package that includes:

• Cash sum of 4% which you can exchange for a variety of benefits or simply take the cash
• Private Medical Insurance
• Pension, where we'll give up to a max of 16%
• Share plans
• 30 days holiday plus bank holidays
• Discretionary bonus

We are an equal opportunity employer and deeply value diversity within our organisation.

Are you interested in joining us? Apply today; we’d love to hear from you!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.