Senior Service Introduction Technician

Virgin Money; Glasgow; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading UK financial organization is seeking a Senior Service Introduction Technician to manage service changes and ensure quality in operations. This hybrid role emphasizes collaboration with project teams and a focus on enhancing the user experience. Ideal candidates should have expertise in IT service delivery, strong decision-making abilities under pressure, and effective relationship management skills. The role comes with a competitive salary ranging from £40,000 to £50,000 plus benefits.

Benefits

25 days holiday, increasing to 30

Private medical insurance

Competitive pension

Performance-related bonus

Training and development programs

Flexible benefits scheme

Life assurance

Paid volunteering days

Qualifications

• Ability to make good decisions under pressure.
• Previous or current experience in a Service Management role.
• Broad knowledge of IT infrastructure, systems, and services.

Responsibilities

• Manage the introduction of change across services.
• Influence delivery decisions early in the project.
• Assure quality standards for all changes into live service.

Skills

Expertise in IT Service Release and delivery

Service assurance mindset

Project management understanding

Excellent organizational skills

Strong relationship-building skills

Attention to detail

Tools

Service Now

Job description

Search our opportunities to find your fit

Apply now Job no: 109811
Work type: Permanent Full Time
Location: Newcastle, Gosforth Centre, Head Office - Glasgow, Head Office - Newcastle, Hybrid, Glasgow City
Categories: Technology Operations

Business Unit: Technology Operations and Cyber Security – IT Service Protection
Salary range: £40,000 - £50,000 per annum DOE + Benefits
Location: UK Hybrid – Glasgow or Gosforth
Contract type: Permanent

Our Team

The world is changing and so are we. That is why we are a home for the courageous. We reward those who push themselves, but we know you would do it anyway. You are naturally curious, ambitious, and brave. You want to do big things, and we have the roles to make that happen.

An exciting opportunity has arisen within IT Service Protection team for a Senior Service Introduction Technician within Technology Operations and Cyber Security. This multidisciplinary role is a great opportunity to engage across Innovation and Change to transform how we manage the introduction of change to our most important production IT Services.

Service Protection is a well‑est suing team has a mature led ITIL change framework in place to govern the safe delivery of IT based change. The aim of the team is the protection of live service.

The Senior Service Introduction Technician alongside the Operational Acceptance Criteria will create a structured controlled way of working to introduce or onboard new Services. Having a structured controlled way of working will influence delivery decisions early on rather than firefighting following Go‑Live giving a consistent approach from project initiation to production.

This role will be responsible for managing the introduction of change across our services, following our principles ensuring the decision making of the change management group to reflect the Service Protection team’s commitment to safeguarding and protecting live service.

Reporting directly to the Service Transition Manager, with spoil role in protecting quality of service and managing risk, the Senior Service Introduction Technician will proactively engage across leadership and delivery teams to assure quality and minimise risk in our service transitions.

What you’ll be doing

• Improving live service by increasing the quality of changes coming in and being implemented, with a strong focus on end user experience.
• Assuring that quality standards, particularly non-functional requirements, are applied to all changes into the live service.
• Assist in the continuation of improving the standards, processes and practices via liaison with the Senior Service Introduction Technicians.
• Engaging projects early and influencing them to build operational, transition and implementation requirements into the solution from the start.
• Assist the Service Introduction Managers in defining and continuously improving the management system to identify, prioritise and track service improvements that have been raised through Service Transition activities.
• Working with the Release / Implementation colleagues for Continuous improvement of the release implementation process.
• Building effective relationships with key stakeholders across projects, service management and delivery teams
• Governing the delivery of all appropriate level or delegated projects and change across the Virgin Money Group encompassing technology and business change

We need you to have

• Expertise in IT Service Release and delivery, and understanding of project management, project delivery from an operational perspective.
• A service assurance mind‑set and proven ability to make good decisions under pressure.
• A good understanding of project management principles and methods and their application to IT Services.
• A good understanding banking and financial services systems from an architectural, operational or end user perspective.
• A good understanding of IT testing objectives, methods and outcomes.
• Great organisational and time management skills, and excellent records management.
• Enthusiasm for building relationships and extending your influence at multiple levels in an organisation.
• A proven ability to challenge and influence senior stakeholders whilst maintaining and enhancing a trusted relationship.
• Willingness to operate in a flexible environment and embrace change.
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• Good listener with the ability to capture detail and make decisions for key communication.

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• Broad knowledge of IT infrastructure, systems and services.
• Knowledge of Project Management principles and methods.
• Previous or current experience in a Service Management role.
• Service Now knowledge and experience desirable.

Red Hot Rewards

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation forritical retirement
• Access to an annual performance‑related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

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 [e-mail]

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit

We’re in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at https://uk.virginmoney.com/nationwide-transfer . If you’re successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead.

Although some of our roles allow you to be based anywhere in the UK, 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.

Advertised: 13 Jan 2026 GMT Standard Time
Applications close: 27 Jan 2026 GMT Standard Time