IT STARTS HERE
Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.
This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.
Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.
THE DIFFERENCE YOU MAKE
Santander UK is looking for a Major Incident and Service Delivery Lead based out of Milton Keynes.
This role is within the Infrastructure, Operations, and End-User Technology (EUT) division of a UK bank. This key role focuses on Incident Management and Service Delivery, providing expert guidance and direct oversight of Incident and Problem Management processes to ensure swift incident resolution and robust data insights.
Your primary focus is to ensure the stability, availability, and continuous improvement of IT services. You'll provide direct oversight and leadership for the major incident and problem management lifecycle, ensuring efficient and effective resolution of major incidents to minimise business impact. This involves establishing and maintaining Service Management across all core IT Operations areas.
Rapid and effective resolution of major incidents, coordinating multidisciplinary technical teams and Supporting the Global tech Hub.
Proactive risk reduction, implementing controls to minimise service disruptions.
Driving service excellence, developing strategies for service delivery, including third-party and stakeholder management.
Data-driven improvement, driving service analytics and reporting to uncover trends and support continuous improvement within incident and problem management, with regular reporting and presentations to relevant committees
Strategic alignment, ensuring all initiatives align with the UK bank's target operating model.
This role is crucial for maintaining high service standards and supporting the bank's operational resilience as it transitions to a global technology hub.
We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:
Ensuring effective incident management and robust reporting as the bank transitions to a Global Tech Hub, contributing directly to IT service stability and availability.
You'll provide direct oversight and leadership for the major incident and problem management lifecycle, ensuring efficient and effective resolution of major incidents to minimise business impact. Your responsibilities include:
Supporting the Global Tech Hub (GTH) Incident function by guiding incident and problem management processes.
Ensuring final priority and agreement on incident resolution paths.
Managing UK Communications during major incidents, liaising with IT and business stakeholders for clear status updates.
Providing on-call support for escalations related to major incidents.
Collaborating with various IT teams to improve incident response capabilities and establish robust procedures to prevent future outages.
Analysing incident and problem trends and performance metrics to identify areas for improvement, presenting these insights in operational governance forums.
A core responsibility involves owning risk and control compliance specific to Incident Management and Problem Management, ensuring effective governance.
WHAT YOU’LL BRING
Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.
The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Professional Experience
Extensive experience in Major Incident and Service Delivery Management within complex, regulated financial environments. (Required)
Proven record in Incident, Problem, and Change Management, ensuring swift service restoration and minimal disruption. (Required)
Skilled in leading cross-functional technical teams and third parties to resolve high-impact issues. (Preferred)
Strong ability to transform incident data into actionable insights and executive-level reporting. (Required)
Contributes to IT governance, operational resilience, and global technology transformation initiatives. (Preferred)
This role champions a continuous service improvement culture, facilitating reviews and driving systemic initiatives to enhance service quality and satisfaction. This includes developing and managing Controls, KPIs, SLAs, and Metrics for IT Operations. (Required)
Education
Bachelor’s degree in IT, Computer Science, or a related discipline (or equivalent experience). (Preferred)
ITIL Foundation / Intermediate Certification preferred. (Required)
Training in Operational Resilience, Service Management. (Required)
Ongoing professional development in governance and risk management practices. (Required)
Strong commitment to maintaining current knowledge of emerging technologies and best practice (Preferred)
Languages
Spanish (Preferred)
Hard Skills
ITIL / ISO 20000 Implementation: Experienced in deploying and optimizing service management frameworks. (Required)
Technical Expertise: Deep understanding of IT infrastructure, networks, and system troubleshooting. (Preferred)
Incident & Problem Management: Skilled in RCA, trend analysis, and proactive prevention strategies (Required)
Performance Management: Designs and manages KPIs, SLAs, and service dashboards (Required)
Operational Resilience: Proficient in disaster recovery, major change, and critical event coordination. (Preferred)
Soft Skills
Leadership: Calm, decisive leadership under pressure with clear direction and accountability.
Communication: Engages confidently with executive stakeholders and technical teams alike.
Collaboration: Builds strong, productive relationships across IT, business, and third-party providers.
Customer Focus: Promotes a service culture centred on customer experience and satisfaction.
Continuous Improvement: Champions learning culture, driving systemic improvements and innovation.
WE VALUE YOUR IMPACT
At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.
Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.
£500 annual cash allowance to spend on our great range of benefits. *Include salary where authorised
25 days’ holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year.
Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments
We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.
Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
Share in Santander’s success by saving or investing in our share plans.
As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services
Competitive rewards that reflect the real impact you make and the value you bring.
Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.
Ready to be recognised? It starts with you.
LOCAL COMPLIANCE
At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation.
We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates.
We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow.
To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles).
When applying, please consider the travel distance, time and cost to your chosen office location(s).
Right to work in the UK
Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.
We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.
WHAT TO DO NEXT
If this sounds like a role you are interested in, then please apply.
If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at resourcing@santander.co.uk.