Born to be wild...
There's always lots going on in our digital services teams. But what's it really like working here at NICE? We talk to a member of the team to find out.
Tell us a bit about yourself.
Hi, I’m Ed Murgatroyd and I’m a senior service delivery manager here at NICE. I’m from Halifax and still live there, so it’s a fair trek into the office in Manchester every day! Just after starting at NICE, I learnt to ride a motorbike to try and make my commute a bit easier. At home there’s me, my lovely wife and our dog, Zeb, a Miniature Pinscher. And in my spare time, I enjoy going round the country watching live music.
When did you join NICE?
I’ve been here about 5 and a half years.
What was it that made you want to work with us?
I had a random phone call from an agency telling me about an opportunity to work at NICE. I thought it would be a really interesting change, doing something that would add value to people’s lives.
Describe your career journey so far.
You may be aware that there’s a rather large bank in Halifax! I started my career working there. Although it was a building society when I started. I did various roles there and eventually moved to the IT department. I started out as a developer, then became a senior developer. I did some back end work for some early online transactional websites back in 1999 and went through the whole ‘Y2K’ malarkey as well. Then I got into project management. After 18 years (and the banking shake-up), I left the Halifax and spent about 6 years working for open source consultancies and digital software houses, again doing delivery. Then I got that call and came here to NICE.
What does a senior service delivery manager at NICE do?
Essentially, our senior service delivery managers are the external face of digital services here at NICE. We act as a business buffer, helping the team stay focussed and on track, and making sure they’re aware of best practice too.
How has NICE supported you in achieving your goals?
I’ve always enjoyed delivering, that tangible thing of being able to see a product through and then watch it go out to the public. We’re given a pretty free rein to get on with our work, with minimal supervision. We’re trusted to get on and do it. But we also have the confidence to know we can escalate things for a decision or a steer if we need to. I’ve also been given the opportunity to look at things outside of delivery work - for example the portfolio side of things. It’s really helped me understand and help shape the way digital services works, particularly the service delivery function.
What do you enjoy most about your role?
It’s the sheer diversity really, there are definitely no groundhog days! I really enjoy delivering and this role gives me the opportunity to do just that. And it’s not just delivering big projects and big pieces of work, it's working with procurement and day to day functions like the application support people. We have to make sure the services that are currently out there continue to work, as well as look at implementing new features and new services. I enjoy working with our external business colleagues as well. It’s a really all-encompassing place to work and it’s really refreshing to actually work in the same office as your business colleagues.
Describe the culture of NICE.
The culture is very much about being given the opportunity to do things and do things well – knowing the right thing to do and being supported to do it. The users of our services are right at the centre of what we do. And we’re not afraid to look at new and innovative ways of doing things, so it’s always an interesting place to work.
What do you think is the biggest perk in working for NICE?
It’s got to be the flexibility. One of my previous roles was at an agency, which had very rigid hours. You had to start at 9am, you had to finish at 5.30pm, and you had to have an hour for lunch. Here at NICE, it’s completely different. There are core hours where everyone in the team needs to be around. But otherwise there’s a lot of flexibility with start and finish times. For me, travelling over 30 miles a day each way, it’s really beneficial, as I can never guarantee what the traffic’s going to be doing!