Job Description
Infrastructure Service Delivery Service Delivery Management
• Be accountable for deeply understanding the IS & Business Strategies, associated plans and their integration
• Translate this knowledge & understanding into insights and implications for IS Service delivery for the area you support
• Work across IS & business delivery teams to identify, track and enable the delivery of infrastructure products & services (and related opportunities) aligned to the IS & Business strategy objectives & plans
• Work with IS product and service teams to translate the demand plans into detailed resourcing & capacity plans
• Coordinate the development of detailed project / programme plans and successfully manage these to implementation
• Take accountability for and ensure the appropriate governance is in place for all plan implementation (run, change, strategy, service etc.)
• Leverage leading practice delivery processes and tools for the effective management of service delivery across the business area
• Set up, coordinate and lead all project / programme plan routines and processes
• Proactively Identify service delivery risk and collaborate across the business and IS value chain to mitigate against these. This includes advising on and facilitating the solution design.
• Provide IS product & service guidance & advisory to business in the delivery of business requirements. Identify and coordinate the right resources & processes to define and manage the implementation of products / services solutions
• Based on a deep knowledge & understanding of the business, develop ideas & solutions to positively contribute to and influence & shape the IS / business product & service direction & main tech efforts
• Strike a balance in solution design and delivery – ensuring successful integration and alignment between the business requirements and the transformational (sometimes unpopular) IS strategic direction. In other words, facilitate the tough conversations to ensure responsibilities & collaboration on solutions between business & IS happens for the optimal cost:value benefit of the organisation
• Support the definition and implementation of SLA / OLA objectives, standards and targets & routinely monitor the performance of IS products and services for the business area you support
• Collaborate on and communicate regular service health processes & routines (e.g. monthly, quarterly etc. reviews)
• Analyse service health assessment data and identify insights and opportunities for the business & IS
• Translate insights into effective MI, analytics & communications for distribution across stakeholder groups
• Support the design of service improvement / enhancement & SLA updates and plans with business & IS teams
• Work as part of embedded business / IS product and service teams to support event & incident resolution
• Stay Ahead of the Curve on leading practice Infrastructure Products, Services and associated service delivery standards to drive a culture of continuous improvement across the technology teams
Accountability: Finance, Risk & Governance
• Track Infrastructure Service Costs and Service Cost impact to the business areas you support (where resilience, stability, availability issues come into play)
• Ensure optimal cost to value of IT services to the supported business area using expertise in service planning and monitoring effectively
• Regularly report on business & commercial impact of infrastructure service delivery within the business area (including opportunity costs)
• Participate & positively contribute to various risk & governance forums
Accountability: People
• Coach & mentor IS peers and support teams for the successful implementation and delivery of IS Services across the business
Education
Bachelor’s Degree: Information Technology
How to Apply
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