Service Assurance Lead (Banking Platform)
Overview
We are seeking an experienced Service Assurance Lead to take ownership of production stability, operational performance, and service delivery across a critical banking platform. This role is responsible for ensuring a resilient, well-controlled production environment while driving continuous improvement across service management processes.
The successful candidate will operate in a fast-paced environment, balancing live service demands with ongoing change initiatives, while leading a high-performing support team.
Key Responsibilities
Production Support & Service Ownership
- Own end-to-end service assurance across production and associated environments
- Oversee functional and technical support activities, ensuring timely issue resolution
- Lead incident triage and initial analysis, ensuring efficient escalation where required
- Coordinate on-call support and ensure consistent service coverage
- Manage and prioritise workload across live incidents and ongoing change activity
Operational Monitoring & Controls
- Oversee system monitoring and ensure proactive identification of risks
- Maintain and enhance monitoring processes and controls across key tools and platforms
- Ensure structured routines are in place to maintain system health and stability
- Manage shared support channels and ensure high-quality responses
Service Governance & Performance Management
- Ensure adherence to SLAs and proactively manage any risks to delivery
- Track and report on KPIs, service metrics, and operational performance
- Maintain high standards of data quality across service management tools
- Support audit and control activities, ensuring strong documentation and traceability
Stakeholder Management
- Act as a key point of contact across business and technology teams
- Manage competing priorities across operational support and project delivery
- Provide clear communication, escalation, and expectation management
- Build strong relationships across internal and external stakeholders
Leadership & Team Development
- Lead and develop a service assurance / production support team
- Allocate workload effectively to maximise team efficiency
- Foster a culture of ownership, accountability, and continuous improvement
- Support team development through coaching and mentoring
Skills & Experience
- Strong background in production support / service management within financial services
- Experience working with core banking or enterprise platforms (e.g. Temenos / similar systems desirable)
- Proven experience managing incident, problem, and change processes
- Familiarity with service management and monitoring tools (e.g. Jira, Splunk or similar)
- Ability to manage multiple priorities in a high-pressure environment
- Excellent stakeholder management and communication skills
- Demonstrated leadership experience with the ability to drive team performance
About Korn Ferry
Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at www.Kornferry.com
