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IT Service Delivery Manager


IT Service Delivery Manager

Dublin | Ireland

An exciting opportunity exists for a role as IT Service Delivery Manager in one of Ireland`s most successful life assurance companies, New Ireland Assurance.

New Ireland`s IT Department has 100 full time staff and together with our Customer Operations teams delivers a consistent high quality customer experience.

The role will be closely aligned with the other production support teams and the business and will report directly to the Head of IT, NIA.

Purpose of the Role:

This role incorporates management of the IT Teams that are responsible forService Deliveryfor New Ireland`s production environment.

The role will manage multiple teams with responsibility for all aspects of Application Support for New Ireland Assurance. This includes multiple technologies, interfaces and diverse user bases (both in NIA and within BOI Group).

The Service Delivery Manager will manageall aspects of the team`s activities to ensure smooth running of the team.

Reporting to the Head of IT the successful candidate will:

Availability Management:

  • Manage downtime across the application estate, minimising it through efficient and effective implementation of solutions / workarounds by the team
  • Ensure agreed SLAs are met for availability and reporting deadlines
  • Implement preventative and perfective measures to improve and/or protect service
  • Implement effective cover arrangements to ensure support is available for business hours and business cycles of our key applications

Risk Management: Multiple aspects including aspects of IFC (Internal Financial Controls)and risk management as follows:

  • Adhere to various IT general controls required for IFC, such as user access management, application level security settings and job scheduling management
  • Create and maintain of a robust IT Controls environment for live applications. This includes definition and communication of control environment, and regular reviews.

Stakeholder Management:

  • Ensure good relationships are developed, maintained and maximized between Service Delivery personnel and internal business customers, external 3rdparty suppliers and compliance partners to ensure that when issues arise, all can work together to deliver a timely and mutually agreed resolution.

Cost Management:

  • Define and implement the cost reduction agenda in Service Delivery (covering overtime, on-call, streamlined process, hardware elimination, software elimination etc)

People Management:

  • Recruit, lead, develop and maintain a team of experienced service delivery IT professionals, ensuring that the team remains engaged and motivated, and any issues are dealt with in a timely and appropriate manner. This includes responsibility for all aspects of performance management, career management, engagement, coaching, training and development to maximize team contribution and capability. Manage team workloads to ensure work is appropriately prioritised and delivered and that maximum contribution is made by team members.

Service Introduction:

  • Manage activities to achieve successful transition of new service/application into the Service Delivery team (i.e. from development into live support)

Vendor and Contract Management:

  • Manage service from Third Party application providers

Operations Management:

  • Manage day to day running of the department - key priorities are addressed in a timely fashion, issues are effectively resolved, finances are managed, risk is minimised and compliance is achieved.

IT Strategy:

  • Contribute to Head of IT activities re IT strategy, direction and planning of IT Department.

The ideal candidate will possess the following skills and experience:

  • Proven IT experience including 5 years experience in service delivery/management and IT compliance
  • Service Management Skills and working ITIL awareness
  • People management and interpersonal skills
  • Leadership skills
  • Change management
  • Life and pensions industry/financial services background- a minimum of 5 years.
  • Application operations risk management skills
  • Operational management (decision making, influencing, negotiating, problem solving, management of finances, budget, vendors, customers, issues )
  • Communication skills (both upward and downward)
  • Team management and performance management
  • Course of action for incident remediation
  • Management of priorities in the area
  • Introduction of new practices (standards, procedures) / continuous improvements
  • Management of application support vendors

Essential Qualifications:

  • 3rdLevel degree or equivalent
Closing date: Aug 20, 2018
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