Job Description

End Date Thursday 06 November 2025
Salary Range 65,385 - 72,650
Flexible Working Options Hybrid Working, Job Share
Summary As a Senior Service Specialist, you will be the go-to expert for complex service issues and escalations. You'll lead training sessions, contribute to service strategy, and manage high-priority service issues. This role emphasises strategic thinking, process improvement, and cross-functional collaboration to elevate overall service quality.

Join our mission to reduce harm to communities by strengthening the Group's ability to prevent, detect and respond to economic crime. As part of the Economic Crime Prevention Platform, you'll play a critical role in maintaining service availability across more than 100 applications, supporting the Group's resilience and operational excellence.
This is a senior-level role where you'll lead incident recovery efforts, drive continuous improvement, and help shape how we scale service reliability across cloud and legacy environments. If you bring major incident management experience, a passion for automation, and thrive in high-pressure environments, we'd love to hear from you.
What you'll be doing

• Lead and coordinate technical recovery efforts during major incidents, engaging engineers and senior stakeholders
• Maintain a calm, focused environment to enable effective resolution and protect engineering teams
• Ensure incident reports are clear, actionable, and support problem management
• Drive service improvement initiatives including automation, monitoring, and alerting
• Represent the Technical Recovery Bridge team and uphold service principles and standards
• Mentor and develop team members, fostering a collaborative and customer-focused culture
• Explore patterns in incident data to identify risks and mitigation strategies
• Contribute to strategic planning and technical decision-making across the ECP Platform

Essential skills and experience:

• Proven experience in major incident management and ITIL disciplines
• Strong leadership and stakeholder management skills
• Operational excellence in IT support, with understanding of complex systems architecture
• Familiarity with Microservice, Unix, and Mainframe operating systems
• Ability to work under pressure and communicate technical issues clearly to diverse audiences
• Self-motivated with a continuous improvement mindset

And any experience of these would be really useful:

• Site Reliability Engineering (SRE) or cloud platform experience (e.g. GCP)
• Knowledge of the payments industry, including schemes, SLAs, and regulatory context
• Experience with Dynatrace, Splunk, and modern observability tools
• Exposure to automation tooling and DevOps practices

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're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Skills Required