Description:
Application Operations is a dynamic fast paced environment with responsibility for the end-to-end support, management and evolution of critical IT services that support the Business of Bank of Ireland. The unit is accountable for the security, maintenance, risk management and performance of key services, with delivery managed through the governance of strategic partners
The Service Delivery Manager will manage and act as the internal Technology Services focal point for all matters relating to the scope of services assigned and have a full understanding of all components of that service. As the internal service owner, they are accountable for service health incorporating delivery of service support (against defined targets) via outsource partners/internal service teams, risk reduction, cost optimization and customer satisfaction.
This role provides the individual to play an important role for Technology Services and Group IT in the support and delivery of key strategic service in the Markets & Treasury, Corporate, and Private Banking portfolio. The successful candidate will be instrumental in the successful design, transition, integration, and operation of an exciting change agenda. Significant investment is being deployed to modernise and upgrade this portfolio during the next two to five years. This is an opportunity to help the Bank transform our Treasury platforms.
The role is fast paced, varied, influential, responsible, provides exposure to business, audit, change and development, service management, risk and audit,
As the SDM, you will be accountable for the overall management of a defined portfolio of IT Services, in the end-to-end management of the IT production systems. Reporting to the relevant Senior Service Delivery Manager in Applications, the SDM will:
- Clearly understand the scope of services within the portfolio assigned, ensuring clear understanding of the technical services underpinning business services provided, across all relevant vendors, suppliers and internal teams.
- Clearly understand and articulate the Business impact the technical services provide to our business, ensuring these are communicated clearly to vendors, suppliers and internal teams, and business where appropriate.
- Act as the trusted reference point for all services within allocated portfolio, representing Application Operations to all key stakeholders for those services provided within allocated portfolio, including service & vendor performance, risk profile and day to day technical operations.
- Represent the IT Service in internal governance sessions and with customers when supporting Service Managers and/or Service Partners.
- Ensure all provider partners understand business service targets, IT SLA targets are in place and strive towards consistent achievement.
- Represent IT Services in audits (internal and external) and regulatory inspections if required
- Define and consistently measure the health of an IT Service, collaborating with multiple teams to ensure a consistent service health score, RAID and service heat-map is maintained.
- Ensure all technical teams maintain an accurate knowledge base and documented topology of the service E2E to BOI standards.
- Liaise with the appropriate process owners throughout the service life cycle, ensuring adherence to process within allocated portfolio.
- Competently manage risks associated with IT services, within allocated portfolio.
- Work with Application Operations Management team and Finance to define and consistently measure the cost of an IT Service, taking appropriate actions to ensure budget targets are met.
- Define and ensure consistent delivery of required data, statistics and reports for service analysis and to facilitate effective service health monitoring and performance.
- Review and analyse day-to-day operations against that service to ensure commitments are being met and a monthly/weekly report card on the health of the service is published to key stakeholders.
- Collaborate and ensure regular dialog with Change Delivery, Service Transition and Business & Service Partners/Managers to ensure common understanding on service health, service planning and strategy.
- Ensure that services are effectively transitioned to application support teams.
- Be aware of/have at hand the status/vision statement for the service & ensure the roadmap and strategy for the service (aligned with business strategy) is known to all TS teams and partners.
- Recognize the importance of and create a culture of process improvement with a focus on streamlining internal operations with all teams ensuring added value to our business and meeting customer needs.
- Identify opportunities for service improvements, discuss with all internal stakeholders and drive the RFC (request for change) as needed.
- Strong focus on process improvement, ensuring team operations are reviewed continually and deliver added value to our business stakeholders
- Guide and prioritise resources to assist in delivery of work
- Continued focus on learning and development to support my career goals
- Motivate and inspire people to achieve common objectives