Technical Service Delivery Manager

7 months ago

Sydney, Australia Australian Prudential Regulation Authority (APRA) Full time

APRA’s mandate is to protect the Australian Community by establishing and enforcing prudential standards and practices designed to ensure that, under all reasonable circumstances, financial promises made by institutions we supervise are met within a stable, efficient and competitive financial system. To help us deliver on our mandate and strategic priorities, our Information Technology Data Product team is looking to hire a technical Service Delivery Manager with the primary responsibility to manage a software vendor and their product.

**The Role**
- Maintain a sound productive relationship with the vendor who implements and supports APRA’s primary data collection platform.
- Collaborate closely with the relationship manager on the platform from the business side to represent APRA.
- Engage senior stakeholders, other teams across the business to understand business requirements, current pain points and future requirements; collate these requirements and facilitate discussions between IT, business and the vendor
- Work closely with APRA’s IT and Data business teams to manage ICT Service risks and issues; and work with the business and the vendor to implement outcomes which resolve those issues and deliveries
- Manage and own the ticketing queue with the vendor across IT, ensuring adherence to KPI’s
- Effectively monitor and report on all tickets and current service performance as agreed in any signed agreement.
- Risk management across the platform for current state and work with stakeholders to identify risks with future collections and provide mitigations
- Work with stakeholders to identify platform, performance and process improvements and prioritise work on those within APRA and across the third party supplier.
- Work with the Data Product Owner and other Team managers to schedule in resources required for release and issue management (testers, systems engineers, SME’s)
- Work across project managers, BAU teams, SME’s, APRA’s Release Manager and other key stake holders to manage communications, scheduling and coordination around releases and impacts.

**The Team**

**About you**
You will be proactive, demonstrate initiative and a can-do attitude. You are user focused, analytical and will have exceptional verbal and written communication skills. You will have a positive mindset and an energetic approach to problem solving with a willingness to offer new ideas and a fresh perspective. You are a team player and will contribute by sharing information and collaborating on solutions.
- Excellent interpersonal, presentation and communication skills to manage a diverse range of stakeholders
- Excellent project management capabilities and understanding of quality control
- Possess solid negotiation, problem solving and analytical skills
- Demonstratable experience of developing and maintaining effective working relationships with vendors and internal teams across the organisation
- Minimum of 5 years experience in ICT Service Management
- Knowledge and understanding of ITIL framework (V3 or V4 foundation certification)
- Sound level of technical skill around data platforms, integration and reporting to allow an understanding of the issues being addressed by the vendor and APRA
- Identifies key issues/opportunities relating to business useability issues
- Able to lead incident responses through troubleshooting and root cause analysis
- Experience working in an Agile team - Kanban and Scrum frameworks

**About APRA**
The Australian Prudential Regulation Authority (APRA) places you at the heart of Australia’s financial services industry. APRA serves the Australian community by helping ensure financial institutions deliver on the financial commitments they make, within a stable, efficient and competitive financial system.

At APRA we’re committed to providing an inclusive workplace where everyone belongs, feels valued and respected. We aspire to attract and foster diversity of background, thought, and experience, recognising that a broad range of perspectives, approaches and ideas makes us stronger, and better enables us to meet our obligation to protect the financial wellbeing of the Australian community. When applying, please inform us of any adjustments you may need during the interview process.

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