About the team:

A team of 4, the Service Design & Transition team forms part of a larger IT Service Operations function split across both the UK and India. Within the team the Service Design & Transition Manager leads the overall team performance and delivery, and two further analysts operate the processes, and in turn the creation of service design packages and service operations manuals which are essential for projects looking to onboard new IT services as part of their core activities.

Teamwork and effective collaboration are at the heart of how the team operates. They are a close-knit unit that values exciting innovation, good communication, and continuous learning. We are looking to continually evolve and adapt our processes in line with the bank’s future ambitions. This includes adopting agile and transformative ways of working.

Our team’s mission is to ensure services are effectively scoped, designed both for now and the future, and delivered into live operations as smoothly and as optimally as possible to support our colleagues and our customers.

About us:

The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market.

Alongside passion for our products and customers, we’re passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.

What you will be doing:

Reporting to the Head of IT Service Operations, the Service Design & Transition Delivery Lead will ensure the framework and processes are continually evaluated and optimised.

During an exciting time of change for OSB Group, this role will lead transformative activities to incorporate agile working practices and adaptation for cloud operations to ensure they continually meet the current and future needs of the bank.

The Service Design & Transition Delivery Lead will:

• Help shape, build and implement a service design and transition governance framework, necessary standards and associated policies which are aligned to industry best practice are in place, to support the bank in delivery of programmes, projects and resulting in new or changes to existing IT services
• Develop, agree and publish a defined service design practice scope - ultimately ensuring services are designed fit for purpose and fit for use
• Support the team with the production and validation of service design packages
• Continually evaluate, plan, prioritise and measure the impact of improvement initiatives across the practice and wider IT service operations function
• Engage with stakeholders across IT, Change Management and the wider business to gather and act on feedback to improve the effectiveness of the service design and transition practices

In return for your commitment:

We offer a base salary dependent on experience of between £55,000 - 69,000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 15%
• 28 days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Life Assurance (4x salary) plus Group Income Protection
• Access to Private Medical Insurance and Medical Cash Plan
• Maternity & Adoption Leave - Occupational Maternity/Adoption Pay provided at 100% of salary for the first 26 weeks.
• Paternity Leave - 8 weeks of paid leave to be taken within 12 months of birth or adoption
• Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme

Could you be the one?

We are looking for talented individuals who have the experience and knowledge set out below:

• Demonstrable Service Management experience, with ITIL v3 or preferably ITIL v4 foundation attainment
• ITIL intermediate certifications in one or more of Service Design, Service Transition and Service Operations would be beneficial
• Previous Service Design and/or Service Transition delivery and or leadership experience
• Strong knowledge and familiarity of Agile delivery methodology would be advantageous (alongside an Agile Service Manager qualification)
• Confident communication skills, with experience working with senior stakeholders and negotiating key decisions

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

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