Lead Technical Application Service Specialist

Salary: £44,000 - 76,000 per year

Requirements:

• Experience leading service management activities across complex, business-critical technology environments, including incident, problem, change and operational readiness processes.
• Ability to manage and improve production services, ensuring reliability, availability, recoverability and operational control.
• Experience identifying trends, reducing operational risk and delivering measurable service improvements through automation and process optimisation.
• Ability to use operational, service and performance data to identify risks, prioritise actions and inform decision-making.
• Experience building effective relationships across engineering, business, risk, supplier and operations teams, translating technical issues into clear business outcomes.
• Ability to coach and support colleagues, create clarity during incidents and drive shared accountability for service excellence.
• Supporting payment services such as CHAPS, Faster Payments, BACS, SWIFT, International Payments or payment gateways.
• Experience working within operational resilience or regulated financial services environments.
• Knowledge of observability and monitoring platforms such as ServiceNow, Dynatrace or Splunk.
• Experience with Site Reliability Engineering practices, cloud-hosted services or modern automation approaches.
• Working with third-party service providers, managed service partners or distributed teams.
• Relevant qualifications in ITIL, service management, resilience, cloud technologies or payments operations.

Responsibilities:

• Provide technical leadership to improve service reliability, availability and recoverability across critical payment services.
• Lead complex incident recovery and service restoration activities across internal and supplier-supported environments.
• Drive problem management and root cause analysis activities to reduce recurring service issues.
• Improve operational processes, controls and service governance to strengthen production stability.
• Use service data, monitoring and observability insights to identify risks and opportunities for improvement.
• Partner with engineering and product teams to embed resilience, scalability and operational readiness into service design and delivery.

Technologies:

• Cloud
• Dynatrace
• Support
• ITIL
• ServiceNow
• Splunk
• Swift
• DevOps

More:

We are recruiting for a Lead Technical Application Service Specialist based in Edinburgh on a full-time, 2-year fixed term contract, working in a hybrid pattern with at least two days per week, or 40% of your time, in one of our office sites. We support flexible working options, including hybrid working and job share. You will help shape the resilience of services that support millions of customer payments every day, working across engineering, product, operations, suppliers and business teams to evolve our production services toward more automated, observable and data-driven ways of working. We are an innovative, fast-changing business focused on creating a more sustainable and inclusive future for our customers, businesses and communities. We offer a wide-ranging benefits package that includes a generous pension contribution of up to 15%, an annual bonus award subject to Group performance, share schemes including free shares, adaptable lifestyle benefits including discounted shopping, 30 days holiday plus bank holidays, and a range of wellbeing initiatives and family-friendly policies. We are committed to building an inclusive workplace where everyone can succeed and make a real difference.

last updated 35 week of 2026