Senior IT Manager: Service Delivery Management & Operations at Old Mutual

Job Description

This role is responsible for development, implementation and lead an integrated service management capability (people, process & systems) across the organisation. Build and drive strategic partnerships with IT and business to deliver relevant, scalable, repeatable, quality assured, differentiated service management solutions that substantially improve IT stability and resilience.
Financial Management, Risk and Governance

• Responsible for the financial management of Service Delivery Management, including budget and expense monitoring.
• Deliver on time and on budget
• Manage and Apply the organization risk and governance frameworks
• Accountability for all risk associated with Service Delivery operational environment

Technology Leadership 

• Align and contribute to Technology leadership for the broader organisation
• Delivering on OML’s strategy and ambition to be a digitally led organisation
• Working closely with multiple technology teams, to ensure that our stakeholders have the best of both worlds: end-to-end accountability for their own technology delivery and costs, on the back of stable, flexible, and cost-effective centrally managed platforms

IT Service Delivery Management

• Oversees the functional unit and is accountable for the efficient operation of the area.
• Responsible for aligning technology and technology support to business needs.
• Manage the multiple suppliers to give the optimal mix of flexibility, innovation, standard and consistent service.
• Define the Service Delivery Management Capability required to enable the successful delivery of the business requirements. Capability end state to include:
• Clearly defined Service Delivery Management value chain and core capabilities
• Service Delivery Management operating model and organization design
• Service Delivery Management Roles and Ways of Working
• Service Delivery Management Culture, Practices, Policies and Processes
• Service Delivery Management Technologies and Technology enablement e.g. Process Automation
• Act as the custodian of IT service management processes and procedures to be deployed across the enterprise and ensure they are followed.
• Play a pivotal coordinating role in all service management processes.
• Conduct market and competitive research to identify broader business trends and assumptions that may enhance the Service Delivery management strategy or operating model
• Stay ahead of the Curve on advanced global service management improvements, tools, processes, and practices.
• Drive a culture of continuous improvement across the service delivery and supporting technology teams
• Shift the Service Delivery Management function from reactive to proactive with proven business impact
• Act as the point of contact for all service delivery escalations e.g. Major Incidents and work across the value chain to ensure successful resolution
• Collaborate with strategic partners to identify strategic and innovative uses of technology to drive business growth and profitability.
• Monitoring customer satisfaction ratings to identify emerging issues and to implement remedial action
• Work within a DevOps environment, collaborate with development teams and ensure smooth transition of products into operations
• Ensure Continuous Improvement by identifying SIPs, facilitating, and coordinating remedial activities with relevant support teams, business, and other stakeholders
• Drive a focused remediation programme that addresses single points of failure, known risks and key modernisations across the estate
• Lead the Service Delivery optimisation and automation agenda across the estate – continuously improving and evolving technologies, processes and practices with visible and tangible business impact Design, lead and implement change management and capability plans to ensure the ongoing adoption of Service Engineering technologies by technology teams e.g. Service Now & CMDB ensuring clean & flawless datasets across the estate
• Lead and design service level agreement framework that include the defining, documenting, monitoring, and reporting
• Translate Service Level agreements into monitoring & reporting tool, dashboards and ensure automated delivery of IT performance data aligned to business requirements
• Oversee service performance across the IT and delivery against service performance targets through proactive service management and partnership with the rest of IT functional units

Management Effectiveness

• Contributes to communication and change management within line structures.
• Develops MOs and specialists under supervision.
• Drives operational excellence through area of supervision.
• Manages service delivery through a team of managers.
• Holds first line managers accountable for managerial work, including selection, performance management and talent management.
• Individually accountable for execution of strategy.
• Selects potential managers to sustain pipeline.
• Proactively attract, recruit, develop, retain, reward, and deploy a diverse resource base aligned to an ever-evolving IT environment (ahead of demand)
• Build a high-performance team environment through self-directed teams by driving performance management and measurement that is aligned with agile working practices (including daily, weekly, etc. sprint routines, regular and honest feedback etc.)
• Accountable for the right people in the right teams to deliver on IT strategy
• Leverage coaching techniques in all related activity to drive a higher quality design and deployment of technical products and services

Vendor & Contract Management

• Manages the relationship between service providers and Old Mutual, including negotiations, contractualisation, service and support (SLAs).
• Manage the multiple suppliers to give the optimal mix of flexibility, innovation, standard and consistent service.
• Be accountable for the integrated services that are being delivered back to business.
• Specify IT service management processes and procedures to be deployed across the enterprise and ensure they are followed.

Requirements:

• Matric plus relevant degree/diploma
• 7 + years relevant IT work experience
• Must have management experience in Service Engineering or Service Management environment
• Service Integration and Management (SIAM™) Professional Certified, ITIL V3 Expert.
• Candidate must have an in-depth understanding of Service Integration Management, Service Management, Governance frameworks, strong knowledge of practices and protocols, experience in working with 3rd Party vendors/partners/suppliers, operational risk management & expertise of the IT Operations, including IT practices.

AND

• Must have IT Demand Management and IT Delivery Management experience
• Experience leading service engineering within Agile / Devops delivery and/or Cloud is preferred
• Experience as an agile practitioner and knowledge or experience of other delivery methodologies e.g. Kanban etc.
• Knowledge and deep understanding of ITSM – Information Technology Service Management
• Strong relationship management and interpersonal skills
• Adequate stakeholder management experience up to executive level
• Collaboration (Relating)
• Customer First
• Execution
• Innovation (Perspective)
• Leading with Influence
• Personal Mastery (Learning)
• Strategic
• Work well under pressure

Closing Date:11th, March 2022