Technology Service Manager recruitment

Role

Technology Service Manager

Role Purpose

The role is accountable for the delivery and quality of stable and flexible Technology Services delivered to meet the needs of the business. This role will engage consistently with business teams throughout the whole lifecycle of IT investments. With this they will contribute to the overall definition of the governance of Service Management to which will be aligned to the overall roadmap and strategy of the bank.

They will also play a key role in managing stakeholder relationships (including service delivery teams, technology domain teams and external vendors/ suppliers) and expectations as well as alignment to the Service Management roadmap.

Key Outcomes

Area

Required

Excellence

Value Creation

• Value articulated in the portfolio of services offered and delivered to the business.

• Full understanding, in financial terms, the value of IT services, asset and the cost of provisioning of the services to the business at a defined quality standard.

• Creates additional value not originally envisaged by key stakeholders through innovative and synergistic approach

• Organizational change and value created is sustainable

Strategy

• Ensures alignment between bank, GTO and business area goals/ strategies

• Ensures alignment of new Services to the Service Management roadmap

• Enhances and /or drives the bank strategy in new direction

• Enhances, defines and drives a full, independent and transparent Service Management model with clear responsibilities and accountabilities for both existing and new Technical Services

Risk Assurance

• Effective identification, management and mitigation of risks affecting all components of Service Delivery.

• Effective management of dependencies/inter-dependencies across service delivery and support.

• Zero surprises (i.e. no risks become issues) through pre-emptive and pro-active measures taken

Stakeholder Management

• Stakeholder satisfaction through effective communication and delivery of services

• Delivery of regular reporting based on stakeholder expectation

• Successfully manages IT Services against all defined SLA.

• Improve relationships across stakeholder groups to promote a spirit of partnership

• Effective working relationship and even negotiation with all service delivery teams, including external vendors

• Enhancing/evolving reporting model factoring in both “Utility” and “Warranty” aspects as well as business aware metrics

• Communication of Service to business stakeholders in business terms and with due consideration to business priorities

Leadership

• Improved bench strength through up-skilling and talent development.

• Ensures that issues across services delivery and support are resolved

• Effective recognition and management of poor performance

Generic measures of the role

Additional Job Information

Reporting Relationships

Head, Service Management

Service Management encompasses the service aspects of our existing IT Service Centres, extending to include matrix responsibility for all Service Managers across the Technology function.

 

Skills and Knowledge Matrix Outlines the key skills and knowledge areas linked to the achievement of required

performance standards in a role. It also indicates those areas where further developmentof a skill or

knowledge area is associated with “excellence” in the role (see below for definitions of Introductory, Core,

Advanced and Expert)

Skill or Knowledge area

Required

Areas linked to “excellence in role”

ITIL Service Management

ADVANCED

EXPERT

Incident/Problem Management

ADVANCED

EXPERT

Change/Release Management

ADVANCED

EXPERT

Scope Management

ADVANCED

ADVANCED

Integration Management

ADVANCED

EXPERT

Service Level Management

ADVANCED

EXPERT

Quality Management

ADVANCED

 

Risk Management

ADVANCED

EXPERT

Stakeholder Management

ADVANCED

EXPERT

People Management

ADVANCED

EXPERT

Financial Management

ADVANCED

EXPERT

Domain Knowledge

EXPERT

  

Additional (Job specific skill or knowledge area):

• Demonstrated background in managing complex and multiple businesses and/or IT initiatives (implementation projects and programmes) to completion, on time, within budget and quality.

• Experience with all phases of the Service life cycle of IT investments including stakeholder management, business case development, defining specifications and scope, SOW/contracts, financial estimating and costing, and detail work plans.

• Ability to communicate affectively with executive management, clients and other stakeholders.

• Ability to mentor and train other practitioners in Service management best practices.

• Strong management, leadership, problem solving, motivational, interpersonal and communication skills.

• Ability and willingness to be a team player.

    

introductory – Is acquainted with some of the concepts in the knowledge or skill area, but is not able to function independently

Core – Has a good understanding of the knowledge or skill area and is able to apply it with reasonable effectiveness in the position. Functions fairly independently in the knowledge or skill area, but periodically goes to others for guidance.

Advanced – Has a strong understanding of the knowledge or skill area and is able to apply it very effectively in the position. Seldom needs to ask for others for advice in this area.

Expert – Has a highly detailed, thorough understanding of the knowledge or skill area and is able to apply it with tremendous effectiveness in the position. Is sought out for advice when tough problems arise and others are unable to solve them