Service Manager (CRM)

Competitive

Handelsbanken combines a long-established relationship banking model with secure, resilient, and customer-focused technology. Our technology teams enable the Bank’s decentralised way of working, delivering systems built for stability, trust, and long-term value.

We are on a multi-year technology and digital transformation journey to enhance customer experience and improve how colleagues work together. By modernising platforms, simplifying processes, and better connecting data and systems, we help relationship teams focus on customers and less on complexity.

Our decentralised culture extends to technology. Teams are trusted to take ownership, make informed decisions, and deliver sustainable, high-quality solutions. We value engineering excellence, pragmatic problem-solving, and strong collaboration across technology, business, and risk.

We offer technologists the opportunity to build lasting careers, deepen their expertise, and contribute to meaningful change. We look for people who care about quality, security, long-term impact, and who want to shape the future of a relationship-led bank.

We also recognise that flexibility can support people to perform at their best, and that it looks different for everyone. While arrangements will depend on the requirements of the role and the needs of the business, we are open to having a conversation around what flexibility could look like for you.

Check our Handelsbanken website for further information

As a relationship bank, Handelsbanken is known for its financial strength, sustainability values and high levels of customer satisfaction. This success rests on the strength of our customer relationships which enables us to continuously improve our product and service offering, and has ultimately led to Handelsbanken being ranked top for customer satisfaction (for 14 consecutive years) in the annual EPSI survey of UK Banks. A key element underpinning and enabling our relationship model are the key systems used to directly support both our customers and our colleagues as they support our customers.  

The bank is undertaking a set of multi-year IT modernisation and transformation activities alongside having a significant growth ambition and the Customer Lifecycle, incorporating the Bank’s Customer Relationship Management (CRM) capability, and therefore the workstream is critical to enabling the bank to achieve this. We have implemented a new CRM platform, centred around the use of Salesforce Financial Service Cloud and this supports c1500 colleagues as a cornerstone for ensuring customer experience and efficiency are maximised.  

This strategic platform will continue to be leveraged to deliver new capabilities aligned to the growth ambition, in addition to supporting our colleagues to enable them to provide the service our customers expect, and therefore there is the requirement for a dedicated IT Service Manager for the CRM Platform.  

It is anticipated that as our IT transformation journey progresses, our strategic modernised platforms will require the appropriate levels of ownership of the platform via the IT Service Manager role. Therefore, the role of IT Service Manager for the CRM platform is a new role to provide leadership, ownership, governance and day today operational management of the Bank’s Salesforce CRM platform.  

Key responsibilities 

• Act as accountable owner for service and operations of the Bank’s CRM platform and integrated systems 
• Establish, maintain and enforce platform policies, standards and procedures aligned to the Bank’s control and risk management frameworks 
• Own the CRM platform as an asset within the IT asset register, ensuring all required documentation and operating procedures are available  
• Ownership of preparing and facilitating internal and external audit activities, including ownership of any areas of remediation  
• Ownership and responsibility for ensuring the platform has effective DevOps capability aligned to the Bank’s wider DevOps practices 
• Leadership and line management of the platform administration team, ensuring appropriate processes are in place in relation to user access, role hierarchies, permission sets and licence allocation  
• Ownership of the Platform’s security posture (eg access controls, field level security, login IP ranges etc)  
• Engage with risk partners to ensure and evidence management and control of risk and driving remedial activity as required 
• Ownership and maintenance of business continuity and disaster recovery plans for the platform 
• Ensure the platform has appropriate monitoring, alerting and logging and capability to ensure platform head and service level availability is achieved  
• Lead and drive incident management and problem management activities for production incidents related to the platform 
• Conduct root cause analysis and drive corrective action as a result from findings following incidents 
• Ownership of service level frameworks for the CRM platform, reporting availability, incident volumes and SLA performance 
• Management of the relationship with Salesforce as the vendor for the CRM platform, and an other implementation partners) for support, licencing and roadmap alignment 
• Define and maintain an operating model with the Technical Leads and Delivery capability for the Customer Lifecycle workstream, ensuring clarity of hand off points and service transition 
• Active participation in release planning and change approval  processes, providing approvals related to operational readiness as part of the production deployment approval process.  

What we’re looking for

Contract: Permanent - Full Time

Pay frequency: Annual

Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…

We want everyone at Handelsbanken to feel supported, motivated, and able to do great work. That’s why, alongside brilliant colleagues, meaningful work and training and development opportunities, we provide a variety of benefits designed with your wellbeing in mind. 

In addition, there is a flexible benefits package with the key highlights detailed below.