The Division
We're creating a new standalone bank in the UK which will be made up of the RBS branches in England & Wales and NatWest branches in Scotland. It will be a strong, full service Personal, Private, SME and Corporate bank, and well positioned for the future. This new bank, which is due to launch by the end of 2016 will be known as 'Williams & Glyn' and is also referred to publicly as 'Rainbow'.
This role will become part of the new standalone bank when it launches
It will be a service-led bank, designed around its customers, with branches at its core:
A bank that does things differently from the big high street banks.
A bank that's designed around providing great customer service with an active role in local communities.
A bank all our employees and our customers can be proud of.
The business is going through an intense and exciting period of change, offering you a tremendous opportunity to join us to help build the new bank and shape its future.
The Requirements
Williams & Glyn will be a national, UK retail and corporate business with approximately 2% market share in Retail and 5% in Corporate. The business will be positioned as a unique challenger to the existing top-tier incumbents in UK retail and corporate banking, given its blend of incumbent capability (e.g. products and systems) and challenger agility – in short, ‘big bank capability coupled with small bank customer service’. The new bank will have a particular strength in the small business banking sector as well as on customer service. Core values will focus on Accountability, Pace, Simplification and the Customer.
This Role will be responsible for overseeing the delivery of workplace technologies and IT infrastructure to both W&G Business and IT Service Management organisations. The Workplace Services and Infrastructure Platform Lead has responsibility for workplace services and infrastructure design and implementation services for all internal and relevant external customer facing touch points. This includes the planning of ‘best in class’ strategy, roadmaps, design and implementation for the W&G workplace and infrastructure services pertaining to end-user services (devices, email, intranet, workplace software and management tools) and for new infrastructure.
The Lead will be accountable for defining, sourcing and delivering programmes of change through collaborative engagement with business, technology and supplier stakeholders, with commercial focus.
The Workplace and IT Infrastructure Services Platform Lead will:
Set overall vision and strategy for the delivery of IT Workplace services and for IT infrastructure, supporting the business leadership team, enabling them to effectively and efficiently undertake their business duties and responsibilities
Establish a culture of innovation and strategic thinking that translates big picture strategic opportunities into practical objectives that the suppliers will understand and support
Collaborate and influence colleagues and stakeholders across W&G and third party suppliers on the proposed area of specialist knowledge, ensuring recommendations are in line with the overall policies
Influence people to drive IT delivery performance and to deliver results working collaboratively with other Platform leads and key stakeholders within the strategic vendors
Oversee initiatives to support business objectives
Drive continuous improvement of change and service delivery processes and procedures to increase value to the business
As part of the creation of the Williams and Glyn Bank, this role will support the stand-up of the new Technology Change organization and lead it through business proving to launch. It is a key role that establishes a strategic team to form a responsive and agile Workplace Services and Infrastructure change capability leveraging the strategic suppliers.
Following launch it will lead the challenge of managing the Workplace Services and IT Infrastructure change costs while enabling the business to offer new innovative services to its customers.
The role requires outstanding leadership, communication and vendor management of remote on/offshore services skills; these skills will be critical to engender business confidence in IT Change and Delivery services and to drive a common purpose and responsive service ethos amongst permanent IT staff and suppliers.
Key Accountabilities
The Workplace and IT Infrastructure Services Platform Lead is accountable for:
Representing and delivery of workplace and infrastructure services for Williams & Glyn as provided by tier 1 and 2 suppliers of desktop, mobile, infrastructure and software services.
Overseeing the integration of workplace and IT infrastructure change services provided by various suppliers as a complete service to the Williams and Glyn businesses and to IT
Overseeing the end to end introduction of new and changed workplace and IT infrastructure services provided by suppliers and working closely with the Infrastructure Platform Lead to determine budgetary needs to meet strategic objectives
Directing IT workplace priorities in response to strategic business and IT change requirements
The end user client experience to ensure that the workplace and infrastructure services are transitioned as required to support an efficient business operating model
Evaluating technology and vendor strategies to meet future and workplace infrastructure requirements within agreed budgets
Overall, this role sits within the first line of defence for RBS risk management. Risk accountabilities for this role are:
Monitor supplier compliance with and testing of relevant Policies and maintenance of operating procedures, towards demonstrating adequacy and effectiveness of IT controls on a regular basis
Establish and maintain risk assessments to identify and assess the material risks that arise in the candidate’s areas of responsibility
Comply with relevant Policies, testing and certifying the adequacy and effectiveness of their controls on a regular basis
Establish and document operating procedures which include relevant controls to meet Group and local policy requirements
Establish and own a governance structure for identifying and managing risk, and for defining and approving an appropriate Risk Appetite
Understand and comply with the regulatory requirements relevant to operational jurisdiction(s)
Supplier Performance Management accountabilities:
Act as the interface between W&G and strategic IT workplace suppliers and other key suppliers of IT services
Support the implementation and maintain governance and reporting model agreed in supplier contracts
Manage ongoing supplier performance & raise service improvements when needed - proactively identify and implement service improvements in IT change processes that impact the workplace - drive improvements in the quality of change and removal of IT risks from change collaboratively with the W&G CIO Service Delivery function
Provide oversight and assurance by monitoring key indicators of supplier performance
Approve actions, where agreed with suppliers, to ensure service is within the required governance
As necessary, initiate activity through the strategic suppliers to reduce change costs and to improve service delivery
Essential Experience
Experienced Workplace / IT Infrastructure services lead
Minimum 5 years successful management of technology change in complex technology environments
Experience of workplace / IT infrastructure services delivery in an on/offshore, multi supplier outsource environment
Experience of service delivery stand-up and operation, particularly under an outsourced model
Ability to communicate and build relationships at an Executive level across Business, Suppliers and within the W&G IT organisation
Ability to engage and influence stakeholders on complex issues
Essential Technical Capabilities:
Workplace services and processes
Technology delivery and support processes
Essential workplace technologies and systems
Business engagement skills
Strategic thinking and ability to turn vision into pragmatic options
Planning and Resource Modelling
Capability Management
IT Change and Service best practices
Relevant industry standard toolsets and processes to drive up customer service within an IT environment
Qualifications:
Essential
Honours degree level or equivalent
Desirable
ITIL v3 – general certifications
Prince 2