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

• Significant experience managing and resolving IT incidents and Business Crisis events within complex environments. (Required)
• Proven experience in incident investigation, troubleshooting, and implementing measures to prevent recurrence. (Required)
• Experience coordinating major incident responses across multiple technical and business stakeholders. (Required)
• Knowledge and practical experience of contingency planning, disaster recovery, and service resilience activities. (Required)
• Understanding of system and software testing, including planning, execution, and quality assurance activities. (Preferred)
• Risk Management, including operational, security, compliance, and service resilience risk controls. (Required)
• Knowledge and experience of business crisis management, including responding to and recovering from critical events. (Required)
• Demonstrable experience and knowledge across multiple technologies, with the ability to communicate technical issues to non-technical audiences. (Required)

Education

• Degree in computer science or equivalent professional qualification or work experience. (Preferred)

Languages

• Spanish (Preferred)

Hard Skills

• ITIL Service Management frameworks, processes, and governance. (Required)
• IT Incident Management, including major incident coordination, escalation, tracking, and resolution. (Required)
• Business Crisis Management, including triage, business impact assessments. (Required)
• Problem Management, including root cause analysis, trend analysis, and preventative action planning. (Required)
• Service Level Management, including the development, monitoring, and reporting of SLAs and OLAs. (Required)
• IT Service Portfolio Management, including service design, service transition, and service lifecycle management. (Required)
• IT Risk Management, including operational, security, compliance, and service resilience risk controls. (Required)
• Service Performance Management, including KPI development, service reporting, monitoring, and continual service improvement methodologies. (Required)
• Vendor and Third-Party Service Management, including contract management, supplier governance, and performance management against service obligations. (Required)

Soft Skills

• Strong analytical thinking and problem-solving skills to assess complex issues and determine effective solutions. (Required)
• Excellent communication skills, with the ability to convey technical concepts to non-technical stakeholders. (Required)
• Strong stakeholder management and collaboration skills when coordinating incident response activities. (Required)
• High attention to detail and accuracy when managing incidents, reporting, and operational processes. (Required)
• Being proactive in taking ownership and accountability for service restoration and incident outcomes. (Required)
• Effective planning, organisation, and prioritisation skills to manage competing demands and meet deadlines. (Required)
• Sound decision-making skills, particularly in high-pressure or crisis situations. (Required)
• Leadership and mentoring capability to support, guide, and develop less experienced colleagues. (Required)

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.

Salary Range:

£56,000.00 - £84,000.00 per annum (depending on experience)

This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications, and location.

• 30 days’ holiday plus bank holidays, which increases to 31 days after 5 years of service, with the option to purchase up to 5 contractual days per year
• £6,000 car allowance per year
• Company-funded individual private medical insurance
• 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

All candidates must have the right to work in the UK to commence employment with Santander.

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.

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