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Production Assurance Lead

Apply now Job no: 050169
Work type: Permanent Full Time
Location: England - Newcastle, Scotland - Glasgow City Centre, UK
Categories: IT - Digital Solutions

Job Title: Production Assurance Lead
Business Unit: CIO - Digital Solutions
Salary: Starting from £38,654 - £50,000 per annum DOE 
Contract Type: Permanent
Location:  UK, Flexible 

Disrupt the status quo. It’s a simple statement that tells you everything about our ambition. It’s about thinking what money could be, instead of what it’s always been. Thinking this way gives us so many opportunities to make our customers happier. We’re not like other banks – and we want you to help us be even more exceptional.

In Digital Solutions we are proud that we are the team which deliver the digital capabilities that enable our customers to engage with their finances when and how they want to. We deliver on web and mobile channels across a range of technologies.  Being digital and staying connected has never been so important – We love what we do and it’s truly an exciting time to join the team!

We’re looking for someone ambitious who of course loves the techy side of being a technologist but also someone who cares about delivering engaging customer experiences.

We believe in collaboration, with Agile at the heart of everything we do. We aren’t perfect (who is?) so we iterate and improve as we go. We are looking for people who can not only help us continue to disrupt the banking sector but also how we become better at what we do!

We are looking for Production Assurance Leads who share our desire to deliver great outcomes for our customers. In this exciting new role, you will be using a combination of your Service Management and Project Management skills along with your eye for technical detail and an insatiable curiosity. This is a unique opportunity to join the Digital Solutions Application Management team, where you can apply and grow your skills, as well as advancing your career.

Day to day you’ll be...

  • Working closely with Squad Teams, Product Owners and Engineering Leads to prioritise colleague & customer impacting issue for resolution as well as gain valuable insight into future sprint deliveries.
  • Working in partnership with Squad Teams, Product Owners and Engineering Leads ensuring that future deliveries are ‘Fit for purpose’ and can be operationally supported
  • Working closely and collaboratively with customer facing and back-office teams on service impacting issues.
  • Managing Customer Assist and Executive complaint escalations through to successful resolution
  • Proactively identifying customer & colleague impacting issues and working with the relevant team to identify scale and scope of the issue and appropriate remedial actions for consideration
  • Engaging frequently with Service & Technical Operations Teams from across the organisation to support activities to manage issues and incidents impacting colleague and customer facing services.
  • Identifying opportunities to enhance the colleague & customer journeys through process or service improvement.
  • Building your knowledge of our Digital & Channel Applications, becoming an SME for these & 3rd party platforms used to support colleagues & customers.
  • Acting as Supplier Relationship Manager for assigned 3rd party services
  • Representing the interests of Digital Solutions at various technical forums (Change, Incident Management, Supplier reviews)
  • Deputising for Technical Manager as required.

To be brilliant, you’ll need to bring..

  • Superb written and verbal communication skills, as well as stakeholder management skills with previous experience of communicating across both Business and Technology teams
  • An in depth understanding of the Service Management (ITIL) and Project Management principles
  • A proven track record of successfully managing incidents and complaints through to resolution
  • Demonstrable experience of managing 3rd party relationships
  • Experience with enterprise change management and project management tools, preferably Service Now and Jira
  • An insatiable curiosity and a love for problem solving with a keen eye for detail
  • The drive and motivation to continually deliver high quality results working in a fast-paced environment

Overall, your attitude and approach are as important as the experience and skills that you will bring.

If you think you have what it takes to Live a Life More Virgin, join us

RED HOT Rewards

• A generous holiday package and the option to buy more!
• Private Medical Insurance - with the option to extend to family members.
• Pension!  A market leading pension – we’ll top up your contributions too. 
• Flexible benefits – customise your rewards to work for you!
Inclusion at Virgin Money
Inclusion is at the heart of everything we do here at Virgin Money. It’s good for you, it’s good for us and it’s amazing for our customers. We know that great minds don’t think alike, so we rely on your diverse thoughts, feelings, beliefs and backgrounds to be the best we can possibly be. Got any questions about this or need some support with your application? We’d love to hear from you so get in touch with our friendly team at or
Point to note…
At the minute, depending on which team you are joining, lots of us are working from home. This is something that may change over time, and if so, we will come together in one of our hub locations, giving you the chance to meet your new colleagues in person. We will of course, make sure you have the IT equipment to access our systems and to interact digitally with your new team and colleagues, but we thought it best to let you know this in advance, so you can make sure you are set up to work safely and productively. If you have any questions on this let us know! 
Now the legal bit…
If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing 3 years' worth of satisfactory references.

Advertised: GMT Daylight Time
Applications close: GMT Daylight Time

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