Technology Service Relationship Manager

Team IT

Location Holborn Office

County Central London

Ref # 23669

Closing Date 03-Sep-2025

We have been named a Top 10 “Most Loved Workplace” for the second year running! At Metro Bank, people come first – our culture is all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

 

This role requires to be office-based in Holborn 1-2 days per week. 

 

What you will do:
 

Governance and Assurance 

•    Ensure ITIL processes are being adhered to and controls are being met 

•    Review holistic outcomes from partners and suppliers to ensure quality requirements are being met

•    Define and manage SLAs related to contracted service

•    Conduct regular review meetings with partners and suppliers

•    Monitor SLAs & KPIs to ensure effective control and support of service delivery across all areas

•    Where performance or adherence falls below expectations, drive collaborative service improvement plans; Escalate on-going failures where necessary

Business Relationship Management 

•    Build and maintain strong stakeholder relationships, understanding and meeting their needs across all service offerings

•    Conduct regular service reviews with stakeholders, providing performance reports and discussing service improvements

•    Handle all escalated IT complaints from the business and liaise with the key stakeholders & partners and ensure regular updates and proactive feedback is given

Continual Service Improvement

•    Drive culture of continual improvement throughout Metro Bank across People, Process, Technology

•    Drive capability maturity

Policy & Process Ownership

•    Own and document a set of ITSM processes (INC, PRB, Request, SLM etc.) and ensure they are reviewed on regular basis

•    Collaboratively review partner’s recommended changes and implement if they meet Metro Bank’s requirements

•    Ensure service delivery processes align with compliance requirements, including data security and industry standards

Major Incident Management & Problem Management 

•    Maintain overall accountability for this technology process, including command and control, communication, bridges and priority assessment

•    Maintain overall responsibility and authority during the incident lifecycle

•    Continually review inputs and outputs of these two processes and work with partners to ensure actions are delegated, where appropriate

•    Ensure compliance with quality requirements with regards to partners and supplier resources

•    Communicate outputs from PIR/RCAs to regulators (FCA/PRA)

Tooling 

•    Drive tooling changes with Product Owner that underpin improvements across Metro Bank

•    Ensure Metro Bank’s ITSM tools and information systems are used correctly, and that relevant information supports service delivery

 

And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.

What you will need: 
 

•    Demonstrable experience in a technical support or service delivery role, particularly in a multi-service environment

•    Extensive experience with ITIL, & Agile methodologies within a managed services environment

•    Knowledge of SIAM implementation and transformation

•    Knowledge of IT service management tools (ServiceNow, Jira)

•    Knowledge of ISO20000, Payment Services, Cloud, SACM & Digital Adoption

•    Experience of developing core service management processes and reporting

•    High level knowledge of technologies such as infrastructure, end user compute and application services

•    Excellent communication skills with a sense of gravitas - the role requires to communicate complex details, so it's necessary to explain technical attributes easily and understandably to a non-technical audience

•    Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders

 Our promise to you…
 

•    We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts! 

•    We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!).

Important Footnote

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box.  We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked.  So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!