Rathbones provides individual investment and wealth management services for private clients, charities, trustees and professional partners. We have been trusted for generations to manage and preserve our clients’ wealth.
Our tradition of investing and acting responsibly has been with us from the beginning and continues to lead us forward. Our ambition is to be recognised as the UK’s most responsible wealth manager.
We see it as our responsibility to invest for everyone’s tomorrow. That means doing the right thing for our clients and for others too. Keeping the future in mind when we make decisions today. Looking beyond the short term for the most sustainable outcome. This is how we build enduring value for our clients, make a wider contribution to society and create a lasting legacy. Thinking, acting and investing responsibly.
Role Title: Technology Service Analyst x 3
Department: Technology
Location: London, Liverpool, or Glasgow
Contract Type: Permanent
Reporting to: Chris Handley / Mat Blackmore
The Role
The Technology Service analyst is responsible for supporting the Technology Service Manager with technology suppliers, ensuring the delivery of high-quality services, and maintaining compliance with industry standards and regulations. This role involves providing administrative support in coordinating with internal teams, overseeing vendor performance, and managing contracts to support the organisation's technology infrastructure and strategic goals. Key focus areas include:
- Technology supplier relationship management and service performance reporting
- Outsourced Services reporting and MI
- Supporting adherence to the Technology Risk framework and reporting against this (accountability sits across the Technology Management team for risk management)
- Supporting Technology Leadership and Extended Leadership with compliance and governance requirements within Tech.
- Supporting Technology SLT with resource management – centralised reporting of resource management and utilisation, working closely with the Product and Transformation office.
- Forum management/attendance and minuting – Support for various Technology led committees and forums (as agreed with the Group Technology Director).
- Supporting Technology Leadership and Management teams with IT services performance monitoring and reporting
Outcomes of the Role
Supplier Relationship Management:
- Develop and maintain relationships with key technology suppliers, supporting the application management teams who are accountable for the day-to-day supplier engagement.
- Facilitate and report from regular meetings with suppliers to review performance and address any concerns.
Outsourced Services Reporting and MI:
- Manage the reporting of technology outsourced services, ensuring accuracy and timeliness.
- maintain management information (MI) dashboards and reports to support decision-making.
- Monitor service delivery performance metrics and KPIs.
Performance Monitoring and Reporting:
- Support Group Technology Director and Technology Leadership teams in monitoring supplier performance against agreed service level agreements (SLAs) and key performance indicators (KPIs).
- Working with the Group Technology Director and Technology Leadership team to generate and present detailed reports to senior management on IT service performance delivery.
Technology Contract Management:
- Work with and support Group Shared services and the Technology Leadership team to negotiate and manage contracts with technology suppliers, ensuring terms and conditions are met.
- Maintain an up-to-date repository of all technology supplier contracts and documentation within the framework agreed and set out by group shared services.
Technology Risk reporting:
- Work with Group Technology Director and Technology Leadership and Management to ensure risks and appropriately being managed and updated.
- Support technology adherence to the framework set out by group shared services
Cost Management:
- Consolidate overall technology costs, provide centralised capability for PO and Invoice management, and report on actual\forecast spend vs budget
Collaboration with Internal Teams:
- Work closely with Technology, Finance, Legal, and Procurement teams to align supplier services with organisational goals.
- Coordinate with internal stakeholders to ensure seamless integration of supplier services into the organisation’s technology ecosystem.
Resource Management:
- Support the processes and framework set out by the Product and Transformation office for resource management.
- Report to the technology leadership team the utilisation (Demand v Capacity) of resource for change, in support for accurate forecasting to enable resourcing decisions.
Compliance and Governance:
- Support the Group Technology Director and Technology Leadership team to ensure all technology supplier activities comply with industry standards, regulations, and internal policies.
- Keep abreast of changes in regulatory requirements and implement necessary changes with technology suppliers.
Forum Management and Minuting:
- Organise and manage technology forums and meetings, including preparation of agendas and supporting materials.
- Take and distribute accurate minutes, ensuring follow-up on action items and decisions.
- Facilitate effective communication and collaboration among stakeholders.
- Support the Group Technology Director and Technology Leadership team with the preparation of reports related to technology service delivery.
Knowledge, Skills, and Experience
- Strong negotiation and communication skills.
- Excellent analytical and problem-solving abilities.
- Proficiency in contract management and financial analysis.
- Understanding of IT infrastructure and services.
- Familiarity with industry regulations and compliance requirements.
- Ability to work collaboratively with cross-functional teams.
- Experience in supplier management, vendor management, or related roles within the financial services industry.
Life at Rathbones
We aim to become an employer of choice for the wealth management sector, to achieve this we are working hard to build a diverse, equal, and inclusive workplace that motivates, develops and embraces the strengths of all our colleagues. Being part of Rathbones means you will join a team of passionate professionals in a successful culture that cares for its people. At Rathbones, we provide meaningful work, opportunities, and a voice to all.
We are committed to building a team that is made up of diverse skills, experiences and abilities and encourage applications from all backgrounds. We welcome individuals who share our values – those that are passionate about client service, operate with the highest levels of integrity and have a strong results focus.
