Job Description

End Date Monday 11 December 2023

Salary Range \xc2\xa361,641 - \xc2\xa368,490


Agile Working Options Hybrid Working

Summary As below


JOB TITLE: Modern Workplace Technical Service SME
SALARY: \xc2\xa362,874-69,860
LOCATION(S): Edinburgh or Leeds
HOURS: Full Time
WORKING PATTERN: Hybrid, 40% (or two days) in an office site

About this opportunity

We\xe2\x80\x99re (Modern Workplace Service Operations team) looking for a Technical Service SME to support the Service Excellence team, dealing with escalations and feedback 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.

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

What does the role involve:

• You\xe2\x80\x99ll 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.

About us

We\xe2\x80\x99re on an exciting journey and there couldn\xe2\x80\x99t be a better time to join us. The investments we\xe2\x80\x99re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

Modern Workplace are 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.

Experience we\'re after (essential):

• 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:

• 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\xe2\x80\x99d 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\xe2\x80\x99re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.