Service Delivery Support Lead

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.

Application Operations are seeking a Service Delivery Support Lead to support the Service Delivery Managers (SDM's) for the portfolio of Enterprise Datawarehouse production services: to deliver the successful operation of the critical and high availability services. The Service Delivery Manager is Internal service owner who is accountable for service health incorporating delivery of service support via outsource partners/internal service teams, concentrating on risk reduction, cost optimization and customer satisfaction.

This role offers the opportunity for the right individual to develop the knowledge and skills to become a Service Delivery Manager (SDM), should the opportunity arise. SDM is the Internal service owner who is accountable for service health incorporating delivery of service support via outsource partners/internal service teams.

The role offers the opportunity to learn and develop key skills in the emerging data driven platforms being utilised the banks data management journey. The role will be at the heart of new technologies, skills and ways of working.

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 Enterprise Data Warehouse portfolio. The successful candidate will be instrumental in the successful transition, integration, and operation of an exciting change agenda.

The role is fast paced, varied, influential, responsible, provides exposure to business, audit, change and development, service management, risk and audit

• As the SDSL, you will be responsible for the overall management of a defined set of activities in the end to end management of the EDW production systems. Reporting to the relevant Senior Service Delivery Manager in Applications, the SDM will:

• • Clearly understand the scope of services within the relevant portfolios ensuring clear understanding of the technical services underpinning business services provided
  • Clearly understand and articulate the Business impact the technical services provide to our business
  • Ensuring day to day standard operations are carried out in supporting the Service Delivery Managers and Service Management in handling, incidents reported etc.
  • Develop to be a trusted reference point for all services within allocated portfolio
  • Support Application Operations for Audits (internal and external) and regulatory inspections when required.
  • Support the management and reporting of risks, issues and IT General controls associated with the relevant portfolio of IT services.
  • Support 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
  • Support delivery of required data, statistics and reports for service analysis
  • Support effective operational relationships with Application and Infrastructure support partners
  • Positive and proactive participation within the team and active collaboration with colleagues across IT@BOI as appropriate