Business Unit: Technology Operations & Cyber Security
Salary Range: £85,000 – 95,000 per annum DOE + red-hot benefits

Live to challenge the status quo. Live a life more Virgin.

Our Team
We’re looking for an experienced Senior Incident Lead who’ll be accountable for overseeing and the management of all operational incident aspects of the Bank’s technology applications and infrastructure for over 6m customers, covering both technical and business aspects of Incident Management in line with command & control structures.

As well as the day-to-day leadership of the Incident Management operations, including identification and mitigating potential issues in real-time, you’ll utilise IT observability and harness the processes within the Business Incident function to ensure the continuous and efficient functioning of all Virgin Money systems and implementing strategic risk mitigation capabilities.

You’ll be a key member of the leadership team, alongside Enterprise-wide engagement working closely across the CIO towers across the entirety of the Businesses and their leads as well as being a first point of contact for Risk & Control teams and regulatory bodies (FCA, PRA, ICO) & Schemes (e.g. Vocalink, CHAPS) for Incident.

What you’ll be doing

• Lead the Incident Management teams to ensure timely and effective resolution of business and IT incidents.
• Develop and implement incident management policies, procedures, and frameworks across IT & the Business Incident Management functions.
• Review and create a new Business Incident Management function, reshaping the framework to work alongside the already established Bronze/Silver/Gold & Major Incident processes.
• Contribute and input to HO Service strategic decisions i.e. shaping ideas to ensure we have an appropriate, effective & repeatable incident communications strategy for both Colleagues & Customers in alignment with the Business/Communications/Marketing teams; operationalise this.
• Address and build out clear communication plans, shaping the relationship with the Regulatory Management
• Utilise your strong stakeholder management - engaging all relevant stakeholders to maintain visibility of their service availability, operability metrics, risk appetite, incidents and control effectiveness and to provide robust challenge to the same audience when risk appetites are threatened and instigate the incident process when risk appetite is breached.
• Focus on building a framework & relationships with the Supplier Relationship Managers outside of incidents to help shape how the Bank addresses relationships with the third parties whom the Bank deals with.
• Ensure compliance with regulatory requirements and internal policies.
• Drive continuous improvement initiatives to enhance incident response capabilities - drives improvement of overall service health by seeking to minimise technical debt – driving incident response, root cause analysis and remediation.  Ensure appropriate monitoring and alerting is implemented to identify error conditions and support the provision of availability levels required by the business
• Role model ‘Data Driven’ - drives improvement in Service Management data quality, data capture and MI to facilitate Executive Teams, Service Management Head and IT Teams with MI and analysis to improve root cause identification and remediation, change quality, Configuration Data quality and availability.

We need you to have

• Knowledge and experience Major & Business Incident Management with an eye on both operational day to day activities
• Proven experience within a senior Service role of reviewing existing processes, looking for key benefits and weaknesses, and then shaping & implementing to create a Centre of Excellence.
• Experience of shaping and creating Service options to achieve a strategic vision for the Bank, both for business and technology.
• Experience of leading technical & business direction for strategic Service initiatives setting a clear vision and guidelines to empower colleagues to implement brilliant solutions.
• Experience in financial services industry.
• Experience with IT and Business Service best practices and goals.
• Communication and influencing skills at all levels with the ability to explain complex concepts to non-experts.
• Experience of creating Service visions to transform the organisation.

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more.
• Up to five extra paid well-being days per year​. 
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.’ This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. 

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.  

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.