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Event Management (Event Process Owner)

Dublin

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Think outside the box

We know that sometimes people can be put off applying for a job if they think they can't tick every box, but if you are excited about this opportunity and think you can do most of what we are looking for, then go ahead and apply. You could be exactly what we need!

Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

Event Management (Event Process Owner)

Dublin, Ireland | Permanent | Full time

Event Management (Event Process Owner)

  • Dublin, Ireland
  • Full time

Group IT manages all IT delivery and operational requirements for BOI.

The purpose of the role is to design, define and oversee the Event Management process for Group IT in cooperation with internal and external Service Providers.

Key Accountabilities

  • Own the process, monitoring its efficiency, driving its continuous improvement, and managing and coordinating all process activities with Service Providers
  • Monitor and measure the effectiveness of the process
  • Monitor the performance of all internal and external service providers across the process
  • Ensure the identification of improvements for consideration in the design of Service Improvement Plans (SIPs) to further develop the process in terms of highest possible performance and value-add at lowest possible cost
  • Provide improvement recommendations to the Service Provider
  • Trigger other necessary key processes with defined input
  • Act as an escalation point for service governance issues and for Service Providers
  • Schedule and chair process Governance meetings and share minutes
  • Participate in relevant Service governance meetings as required
  • Monitor performance against SLAs where applicable
  • Contribute to audits as required
  • Review metrics reports and provide input into dashboards and Balanced Scorecards as required
  • Provide management information on the process and defined KPIs
  • Establish targets for process improvement
  • Provide SME input and guidance to Service Providers

Risk & Compliance

  • Maintain & monitor standards, controls, processes, and solutions, to minimise business and IT risk
  • Ensure full compliance with all Group, Legal and Regulatory requirements and standards

Management Support

  • Support Management through positive and proactive participation within the team and active collaboration with colleagues across Group IT as appropriate.

What is the opportunity?

This is a great opportunity to make a real impact in reducing incident volumes and improving outcomes for our customers.

The successful candidate will be able to drive the direction of Event Management within BOI, working closely with Incident Management, Service Management Operations and other colleagues to design a robust Event Management process that proactively highlights alerts / events before incidents occur, and also helps to more quickly identify root cause if an incident does occur.

This role will give the successful candidate great exposure to multiple functions within Group IT and also knowledge of multiple ITIL Service Operations processes.

Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our commitment to enabling colleagues to thrive means that depending on role type you can have choice and flexibility in where you work and live, subject to your role, customer needs and our requirements. We have a hybrid working model, with home, agile hub and office based options available. We will always list a primary location which can be where you go for in person collaboration, and a location where you can best perform your role.

Please note you must live in the jurisdiction for the business to which you are contracted.

This job can be done anywhere in ROI with the primary office location as Dublin to which travel will be required for in person collaboration. Exact frequency to be agreed with manager.

Essential Skills & Experience

  • Good experience working in an multi-vendor outsourced environment.
  • Experience of working in a complex IT delivery environment and at ease with troubleshooting situations and prioritising resolution.
  • Ability to challenge and probe to identify recurring themes and isolate those areas to be addressed for further investigation.
  • IT process experience in relation to Event, Incident or other ITIL Service Operations process areas.
  • Ability to define and implement robust processes in support of operational effectiveness.
  • Commercial acumen - an ability to act in the best interests of the Bank to mutual benefit of all parties, including Business Units,Group IT, and third party suppliers.
  • Understanding of the processes, technology, and software relevant to the overall Enterprise Architecture.
  • Proven facilitation and negotiation skills.
  • Strong business acumen with budgeting and financial management experience.
  • Strong interpersonal skills and communication skills.

Desirable Qualifications, Skills & Experience

  • The successful candidate will demonstrate confidence in dealing with all levels with the organisation.
  • They will have an open attitude to change and will have demonstrated the ability to manage well under pressure and to operate in a decisive and inclusive manner.
  • They will be an excellent organiser and will have a determination to succeed and a desire for professional excellence.
  • In this role, they will take a proactive approach, demonstrating the ability to anticipate requirements and problems and developing and implementing solutions.
  • While not a requirement of the role, knowledge of or experience in ITIL would be an advantage.

Key Competencies

  • Customer Focused - Self
  • One Group, one team - Self
  • Accountable - Self
  • Manage Risk - Self
  • Agile - Self

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Closing date: Jun 15, 2021

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.

 

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