Manager Service Delivery

Job Requisition ID: R-15976352

Reporting to: [This information is missing from the provided text]

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Job Summary

Proactively work with business unit technical product and service teams (tribes & squads – internally & externally) to enable business continuity & consistent, quality technology service availability and resilience. Ensure the ongoing alignment of people, processes and systems for optimal service performance. This includes partnership of the business across the end-end service management value chain & includes the following key areas of focus:

• Service Management (Service Mapping, Service Reviews, Service Cataloguing & Updates, Service Performance Monitoring, Service Processes)
• Reporting & Document Management
• Change & Release Planning
• Event & Incident Management
• Risk, Governance & Compliance

Job Description

Accountability: Service Delivery Management

• Leverage deep technical expertise and cross domain knowledge to accurately map IT services for assigned technology product & service areas This includes mapping & formally documenting & modelling all assets, resources, dependencies, accountabilities & associated risks & costs across the IT infrastructure environment (internally & externally provided).
• Work with a range of stakeholders to define service parameters and standards
• Collaborate with technical teams to effectively document & store service maps & associated service parameters including all architecture & infrastructure models, service standards and parameters, capacity & capability requirements etc.
• Continuously revise & update service catalogues & parameters to reflect ‘current state’ of the area aligned to change & release planning processes for the business area
• Leverage deep technical (technology & ITSM) knowledge & expertise & proactively assess the overall service health of the area (regularly)
• Leverage these regular health assessments to proactively identify & prevent service availability, stability & overall performance risk for assigned products and servicesFacilitate start of day health checks with relevant technical teams including chairing of daily production meetings
• Conduct ongoing service reviews against defined standards and parameters
• Continuously monitor service performance and identify risk (ahead of major events & incidents)
• Consolidate health assessment & specific service review information & translate this into impactful & relevant business insights to guide continuous improvements in technical product and service development (run & change) and associated changes & releases
• Drive service improvement & SLA achievement across the business area (influence stakeholders for optimal service delivery)
• Drive service resilience objectives across the business area & show significant improvements in resilience through effective capability & awareness building within and across technology product & service teams
• Assume one stop shop accountability for the accuracy of all Service Information Management Systems (e.g. Stability and Resilience, etc.)
• Drive the adherence to Service Management processes (Incident (major and standard), problem and change), and produce of the relevant process deliverable (i.e Executive Incident Summary)Work with agile & waterfall teams to assess capacity & capability requirements to deliver optimal service performance & ensure any gaps identified are closed
• Leverage deep technical expertise & cross domain knowledge to contribute to the development of Group ITSM standards and processes
• Leverage deep technical expertise and cross domain knowledge to positively contribute to the definition of SLA’s for the assigned business area

Accountability: Change & Release (Operational Readiness)

• Work collaboratively with operational readiness and technology teams to define / predict potential change & release impact across the business (own services & dependent / interdependent services)
• Coordinate the development of consolidated change & release plans for defined area (no surprises!!)
• Work collaboratively with and embedded as part of agile teams & waterfall project teams to effectively plan changes & releases (all resourcing, timing / scheduling etc., performance metrics & parameters etc.)
• Define service parameters and changes aligned to changes & releases planned and communicate these across dependent / interdependent groups of users

Accountability: Incident Management

• Cascade & embed all incident management processes & practices in the assigned business area
• Work embedded across squads to lead incident & event management resolution
• Ensure all events are appropriately recorded and managed to conclusion (aligned to Group Incident / Event Management Standards and practices)
• Leverage event management insights & translate lessons learnt across all relevant stakeholder groups (no repeat incidents!!)
• Ensure the accuracy of event management data & event status on the CMDB & ensure event management data is relevant, usable & beneficial to the organisation (speak the language of the business)
• Work collaboratively with the Group Resilience teams to positively contribute to the continuous improvement of event management processes and practices
• Promote incident prevention & repeat incident prevention through proactive service reviews, relevant business insights and capability building routines & processes
• Achieve all incident / event management targets and standards (e.g. quality of resolution, time to resolution, cost impact, customer impact etc.)

Accountability: Finance, Risk & Governance

• Understand the service cost relationship and drive continuous service delivery improvement for maximum customer & business impact
• Ensure business area alignment to all Group Technology Standards, Processes & Practices (Engineering & DevOps, Security, Architecture, Infrastructure, Change & Release, DR, all end to end Service Management Activity – SLA, OLA, DR, MIM, etc.)
• Ensure business area compliance to all regulatory requirements
• Execute all risk related activity e.g. audits, compliance & ensure audit compliance & corrective post audit action & resolution across teams & hold one stop shop accountability for all unresolved risk (including prevention)
• Lead reporting & remediation on all non-compliant activity across the a technical product / service area – on time & quality & in alignment with Group & Regulatory standards
• Ensure business alignment to relevant industry standards e.g. ITIL
• Maintain effective MI, knowledge management & document management processes & practices aligned to Group & Regulatory standards and practices

Accountability: People

• Coach & mentor technology & service management teams on various areas of expertise (technical landscape / service management)
• Conduct peer reviews, & problem solving within and across the broader team as required
• Provide technical subject matter expertise and support in the attraction and recruitment of Service Management resources
• Participate as a subject matter expert in the development & development planning of the broader Service Delivery team as required
• Support the people change teams & or Group Service Engineering teams in the design of adoption processes, training material etc.
• Support Group Wide capability building processes

Education

Higher Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)