Purpose: This Role Description will form the basis of selection, performance assessment and development for incumbents in that role.

Transcription

1 Role Description Purpose: This Role Description will form the basis of selection, performance assessment and development for incumbents in that role. Part A - Role Specification Service Delivery Manager Business Unit: Suncorp Business Services Location: Melbourne Division: Business Technology Level of Work (refer to guide): Department: Business Intelligence ASCO Code: HR Use Only Section: Role Reports to (role title): Direct Reports (role titles): Platform Manager Purpose (Succinct statement of why the role exists) To address a skill shortfall and improve the quality of the BI Platform service delivery an opportunity exists in BI BT for a Service Delivery Manager with a strong delivery and ITIL service management background. This role acts as the representative for all Suncorp BI Platform provided services to Suncorp and is responsible for all Service Support and Service Delivery actions taken to ensure they meet Suncorp s business needs and BI IT requirements. The key responsibility of the Service Delivery Manager is governance across all areas of their services including, but not limited to, service management, incident, problem and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery. Experience with ITIL and service management tools such as ServiceNow are essential. Phase 1 Design the Structure Tool X2: Role Description Page 1 of 5

2 Key Accountabilities (Outcomes of the role and the desired behaviours to be exhibited in the role) Enable and champion an IT service culture Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Be responsible for the development and implementation of governance controls to deliver fit for purpose services in accordance with Suncorp regulatory, legislative or desired obligations. Key internal stakeholder management including monitoring and managing internal stakeholder satisfaction levels with BI Platform service delivery and addressing any concerns Management issues which arise in connection with ITSM Services Conduct service review meetings with business customers and technical teams, and assess customer feedback with the view to making necessary improvements Review service metrics (KPIs) that identify the success of the services being utilised to recommend and coordinate implementation of changes to ITSM services to improve metrics Co-ordinate inter-process changes with process owners Ensure alignment of ITSM solutions to Suncorp BI and Suncorp BI Customer business needs Create and maintain the catalogue description of existing services offered by Suncorp BT BI Platform In collaboration with the Platform Manager, review SLA and OLA targets and metrics where necessary Ensure appropriate OLAs/SLAs in place to support any new services Analyse and review actual service performance against SLAs and OLAs Provide regular reports on service performance and achievement to Suncorp BI Senior Leadership Team and Suncorp BI Customers nitiate and coordinate actions to maintain or improve service levels Provide oversight to BI Platform Service Owners Formulate and recommend changes and/or enhancements to the BI Platform standard processes. Work collaboratively maintaining ongoing dialogue and relationships with Stakeholders as part of continued service delivery Promote continuous improvement through involvement in review processes and demonstration of individual leadership skills Utilise agile methodologies where appropriate in your work Demonstrate effective customer service Working Relationships (Nature and purpose of internal and external relationships) Internal Relationships Work collaboratively to build and maintain strong relationships with business customers. Work collaboratively with solution / design peers and other technical peers. Work collaboratively with other internal areas (other parts of IT) as required. External Relationships Work with external partners/vendors as required. Attach an Organisational Chart which shows where the role sits in the structure from EGM down (Including roles reporting to this role and their areas of accountability). Phase 1 Design the Structure Tool X2: Role Description Page 2 of 5

3 Executive Manager Platform Manager Service Delivery Manager Phase 1 Design the Structure Tool X2: Role Description Page 3 of 5

4 Part B - Person Specification Qualifications (Indicate whether mandatory or desired) University degree in Business, Information Technology or related discipline (Desired) or equivalent experience Certification in ITIL framework highly regarded Experience (The minimum amount of experience required to perform in the role) 5 years minimum experience in a Service Management role. Strong service delivery skills Extensive experience in service delivery processes including disciplines such as incident management, problem management, change management Experience of implementing core ITIL framework processes Solid exposure and understanding in the related technology, platform and industry. Skills and Abilities (Individuals capabilities, include level of proficiency) Be able to drive the delivery of a new Service Management Framework Be able to maintain and develop appropriate internal and external relationships and implement appropriate governance processes to cover security and business risk. Strong internal consultation and negotiation skills Demonstrated individual leadership skills. Ability for both technical speak and business speak and able to translate one to another. Ability to work with minimal direction & supervision Ability to provide leadership to internal & external partners Ability to mentor junior members of team. Ability to prioritise workload and meet agreed timeframes Ability to work in a flexible working environment & adaptable to change Ability to cope with pressure, prioritise workloads and meet agreed timeframes Be able to facilitate Agile workshops and ceremonies as necessary Good understanding of BI strategy and architecture. Knowledge (Factual or procedural information needed to perform in the role) Business & product acumen Has a good understanding of industry with an awareness of external trends and practices. Proven knowledge of ITIL framework and core processes Experience of implementing ITIL framework processes and practises Behaviours Display and champion the Suncorp human values of Courage, Honesty, Respect, Fairness, Caring, Trust Phase 1 Design the Structure Tool X2: Role Description Page 4 of 5

5 Suncorp Core Competencies Strategic Planning Direction Setting Establishing goals and objectives to determine the best way forward through the gathering and analysis of all information relevant to your work. Integration Understanding the key elements of your work, and considering the alignment of your work with others, when planning best outcomes for stakeholders. Solution Design Design Generating ideas and developing solutions whilst supporting innovation and creativity; actively striving for improvement in the efficiency and quality of your work Commercial Acumen applying my knowledge of internal and external business environments to consider the bottom-line impact of alternative solutions; maximising benefits whilst balancing risks. Execution Excellence Delivering Results Managing business activities and initiatives to achieve my individual or team goals on time and on budget; taking accountability for the approach that I take and the quality of outcomes. Managing Change understanding and managing the impact of change to yourself and other, developing strategies to support agility and responsiveness in moving forward. People Leadership Building Capability Building your skills and knowledge both now and for the future to facilitate an environment where all people can learn, develop and share their knowledge Team Engagement Building high performing teams by developing collaborative relationships in line with Suncorp values. Creating links between you contribution and the organisation s goals. Additional Requirements Prepared by: Name: Approved by: Name: Date: Date: Phase 1 Design the Structure Tool X2: Role Description Page 5 of 5