Service Manager, Technology

Like a lot of technology companies, we are mostly working remotely at Starling and we think we will be for a while to come. We’re open to applications from across the UK but our preference is that you’re located within a commutable distance from our London office, so that when we’re able to see each other and collaborate in person again, we’re ready to go!
Please note, your contracted hours will be non-standard as you will often need to support with maintenance and outage events outside of normal business hours... With this you will be working a normal 37.5 hour week.

Requirements

This new role within the Technology function will design and create robust monitoring for business critical processes, working closely with suppliers, payment schemes and our Technology and Operations functions. You will play a key part in ensuring 24/7 banking services are maintained, including support for incidents, planned outages and other scheduled activities.

You will...

• Define and create monitoring for key business processes
• Work with Vendor Management and Technology to manage the impact of suppliers’ planned maintenance and outages on Starling Bank’s operation including appropriate planning and return to normal service
• Working closely with Vendor Management, Project Managers, and support teams to ensure seamless delivery and implementation of new systems and services into BAU
• Support adherence to external and regulatory requirements through collaboration with our Operations and second line teams
• Serve as an escalation point for 3rd party supplier issues occurring during incidents or in live operational BAU
• Support processes around Disaster Recovery and Business Continuity
• Attend monthly Service Performance Review meetings with key operational suppliers

• Produce management information as required, including KPIs and reports
• Where Starling is acting as the service provider, set up a service desk to support issues and queries from external parties

• Other duties as required from time to time

Experience required:

• Experience of working with external 3rd parties in relation to service management
• Knowledge and understanding of Incident Management within a FinTech environment
• Experience of working within Payments is beneficial
• Business process management and improvement experience
• Experience in operational management of suppliers and outsourced vendors
• Confidence and decisiveness in all communications
• Adept at coping in a technically complex and fast-changing environment
• Experience of working in on-call environments

Benefits

• 33 days holiday (including public hols). You’ll also get your birthday on us
• 16 hours paid volunteering time a year
• Private Medical Insurance with VitalityHealth
• Contributory pension scheme
• We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more!
• Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership
• Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme
• Gym membership options
• Full details are available on our careers site

About Us:

Starling is a leading digital bank on a mission to disrupt the banking industry.

Since our launch in 2014, we've surpassed 1.8 million accounts. Our total deposits, meanwhile, have topped £3.7 billion over the same period. We're a fully licensed UK bank, and we have the culture and spirit of a fast-moving, disruptive technology company. We've won the Best British Bank award three years running, and now employ almost 1000 people across our London, Southampton, Cardiff & Dublin offices.

Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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