Martyn Slevin Hamilton

Senior Service Operations Manager @Tesco Bank

Edinburgh, GB

Responsible for all IT Incident, Major Incident, Problem Management, Service Desk, BankOperations and Service Availability, with a team of 5 based in the UK and 33 based in India.• Creation and ownership of the bank’s Service Availability reporting standard, facilitatingaccurate and timely regulatory reporting (i.e. PSD2, IBS, Consumer Duty).• Brought Service Desk and Bank Operations teams in-house, following the sale of Tesco Bankto Barclays, ensuring a seamless transition for colleagues while maturing the function.• Significantly matured the Operational Readiness (Service Introduction) process, taking it froma manual, paper-based activity, into ServiceNow and leveraging automation and workflows.• Oversaw the successful implementation of various PSD2 regulatory projects and tookownership of reporting to the FCA for PSD2 breaches, REP020 and NOT005.• Maintain mature process documentation and evidence to facilitate quick and smooth yearlyattestation to various industry schemes (i.e. SWIFT, Faster Payments, Cash ISA etc.).• Foster a close working relationship with colleagues in oversight departments (i.e. Aduit, 2ndLine Risk, Controls etc.) to ensure processes are continuing to evolve and improve.• Significant involvement in an eight-figure, multi-year cloud migration programme, thatsuccessfully concluded in the migration from multiple on-premises Data Centre to AWS cloud.• Assumed the role of Interim Head of Service Operations for 6 months, and another leadingChange/Operational Readiness Management, until open vacancies could be filled.• Part of a small team who digitized the payment break and disputes process during the COVIDpandemic, allowing us to deal with over 150k claims while saving the bank £400k per month.• Since 2019, achieved a 74% reduction in Major Incidents through targeting infrastructureimprovements and maturing the Problem Management process.