ECC Senior Operations Manager
NewBe an early applicant
We are looking to recruit an experienced IT professional to act as a Senior Shift Leader and Major Incident Manager within our 24/7 Enterprise Command Centre. You will be proven at building, developing, and nurturing multi-disciplinary teams, sometimes at short notice as you lead us through the restoration of services in an incident situation. We continue to develop and improve the way we deliver services to our customers within a highly competitive and visible financial services industry.
Our Enterprise Command Centre keeps Nationwide operating, by overseeing and controlling all our IT services, whether they are consumed by internal colleagues or our growing customer base.
This role operates on a 24/7 shift pattern of 3 days on and 3 days off (7:00am–7:00pm), followed by 3 nights on and 3 nights off (7:00pm–7:00am).
This is a critical leadership position at the heart of our operations and includes an additional shift allowance of £9,200 per annum.
We welcome applications from colleagues across all functional areas, recognising the diverse skills and perspectives they bring. Whether your background is technical, operational, or from another part of the organisation, we value the unique experience you can contribute to the role.
For this role you will be based onsite at our Swindon office. If your application is successful, the hiring manager will provide further details on how this works.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.
What you’ll be doing
You’ll be accountable for leading one of our shift teams, comprising a range of technical and managerial resources, whose aim is to maintain and improve our IT service levels, integrity, and security of the technology systems which are critical to the success of Nationwide’s operational, regulatory, and strategic targets. Reporting to the Head of Service Operations you will play a key role as part of the extended leadership team, with an ability to identify and deliver continual service improvements to support our strategic objectives.
About you
As a minimum, you’ll have:
- Extensive experience of delivering Information Technology Infrastructure Library (ITIL) aligned services, including operating as a Major Incident Manager
- Experience of running a multi-disciplined team (employees, 3rd Party Suppliers, and Strategic Partners) based in locations both locally and remotely
- Functional and organisational knowledge in Retail financial services
- Excellent management, relationship management, influencing and communications skills
- Proven leadership abilities in high pressure work environments
- The ability to translate complex technical issues into straight forward, jargon free terminology as you communicate service status across Nationwide stakeholders
Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
30 days holiday, pro rata
Private medical insurance
A highly competitive pension to help you build a strong foundation for retirement
Access to an annual performance-related bonus
Training and development to help you progress your career
A great selection of additional benefits through our salary sacrifice scheme
Life assurance to provide peace of mind for you and your loved ones in the event of your death
Wellhub – access to a range of free and paid options for health and wellness
Up to 2 days of paid volunteering a year
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
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.
The hiring manager for this role is Kate Bristow, and the main recruitment contact is Ashley Dodds.