Operations Manager - End User Services - 18 Months Ftc

Operations Manager - End User Services (EUS)

This is an 18 month term contract
End User Services (EUS) is accountable for the delivery and support of all the Society's End User Services. This includes laptops; physical and virtual desktops; mobile phones; tablets; audio & video conferencing technologies; operating systems and software.
As an EUS Operations Manager, you will be responsible for day-to-day task management and overseeing the output from our Operations teams that deploy and maintain our IT software, including patching security vulnerabilities in our operating systems and core applications.
This will be a diverse, fast paced role which requires a self-motivated candidate who is able to multitask and deliver within our Service Level Agreements.
In addition to managing the delivery of complex work, you will be required to drive continual improvement initiatives to improve quality and pace in the processes and tools that underpin the services we deliver.
At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices In Swindon.

If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

Leading from the front, you will be accountable for the day-to-day operation of our Release function: Ensuring workload meets SLAs/targets; People and task managing three Team Leads; Demand planning, forecasting and leading small Change initiatives; Stakeholder management up to senior level and owning the resolution of any blockers, including IT Incidents.
In this role you will comprehensively track and oversee multiple in-flight deliverables and produce detailed weekly reports covering key output delivered by your teams.
Working closely with our Transformation teams, you will input to requirements and review operational improvements to maintain operational effectiveness for the practice.

About you

You can demonstrate leading independently and decisively while collaborating as part of a team with a focus on operational delivery. You will have a track record of people and task management in a fast-paced environment.
You will possess excellent communication skills and be comfortable interpreting and presenting complex information in business language, including the health of our operational services.
Self-motivated, goal driven and comfortable working reactively and proactively, you’re able to sustain high levels of productivity across your teams. Delivering against plan, you can maintain strong team morale, prioritising and comfortable under pressure.
You’ll enjoy problem-solving and finding innovative solutions and workarounds.
Experience in the following would be beneficial:

• A proven people leader
• Demand management, task management and forecasting skills
• Experience handling complex pieces of work
• Knowledge of Jira and Service Now or equivalent tools
• An IT background isn’t necessary, however a strong understanding and ability to quickly grasp new IT technology will be advantageous.
• Previous experience working in an IT Service Delivery role would be beneficial.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Gympass – Access to a range of free and paid options for health and wellness
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.
As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.
When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.