Achieving Service Excellence as a Portfolio Manager

6 days ago

Sydney, New South Wales, Australia beBeeService Full time $140,000 - $180,000
Job Title

Achieve Service Excellence in Portfolio Management.


About the Role

This leadership position oversees Service Operations portfolio within the SIAM Centre of Expertise. The key areas of focus are Critical Incident Management, Change Management, Incident Management and Problem Management.

The successful candidate will drive industry best practices and enhance capabilities across these domains. This includes owning the execution of the Critical Incident Management function that responds to all critical incidents affecting the organisation and its customers.

Collaboration with Service Delivery Managers across Group Infrastructure, Insurance Technology, and Banking Technology is essential for effective management of assets under supervision.


Key Responsibilities
  1. Govern and execute service operations capabilities and practices across Critical Incident Management, Change Management, Incident Management, and Problem Management.
  2. Pursue continuous improvement of all capabilities and practices through transparent measurement of performance.
  3. Evaluate compliance to SLAs, OLAs, and underpinning contracts with service provider partners and vendors.
  4. Lead a team effectively through direct engagement and influence.
  5. Work with Service Delivery Managers to assist with dispute resolution and manage escalations.
  6. Be prepared to support Critical Incident 24/7 when required.

Required Skills and Qualifications
  • At least five years of experience working in a similar role and/or area within an Enterprise IT Environment.
  • Five plus years working with first-hand exposure to service management capabilities and ways of working in a large organisation, specifically in the areas of change, incident, and problem management.
  • Solid experience with ServiceNow administration, reporting, performance analytics, rollout, or similar.
  • Demonstrated stakeholder management at senior level with excellent communication, negotiation, and influencing skills.
  • Experience in Partner and Service Level Management processes.
  • A good understanding of IT service principles and frameworks including Agile, ITIL, frameworks, and best practice methods.
  • ITIL v3/4 Foundations or relevant experience.
  • Using data to support decision making and identify opportunities for improvement.
  • Continuous improvement mindset, utilising automation and engineering-led process compliance.

About Suncorp Group

We are part of the Suncorp Group family, sharing a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day.

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