Global IT Service Excellence Leader

1 day ago

Sydney, New South Wales, Australia Tal Services Limited Full time
Job Title: Global IT Service Excellence Leader

About Us:

Tal Services Limited is a leading Australian life insurance company dedicated to protecting millions of Australians. We are committed to growing with our employees, achieving excellence together, and supporting them in their professional development.

Company Overview:

We are seeking an experienced Global IT Service Excellence Leader to join our team. In this role, you will oversee the delivery and support of IT services, ensuring high performance, reliability, and alignment with business needs. This position involves managing major incidents, liaising with technology and business stakeholders, and driving continuous improvement in service delivery.

Key Responsibilities:

  • Service Delivery Management:
    • Ensure end-to-end delivery of IT services meets required standards and SLAs.
    • Implement and manage processes for incident, problem, and change management.
    • Maintain high availability and performance of TAL's applications.
  • Stakeholder Engagement:
    • Serve as primary point of contact for business stakeholders, ensuring their needs and expectations are met.
    • Foster regular communication and updates on service performance and improvement initiatives.
  • Incident and Problem Management:
    • Oversee resolution of major incidents, ensuring timely communication and resolution.
    • Analyze root causes of recurring issues and implement preventative measures.
  • Service Improvement:
    • Identify opportunities for process improvements and implement best practices to enhance service delivery.
    • Monitor and analyze service performance metrics, reporting on key performance indicators (KPIs).
  • Compliance and Risk Management:
    • Ensure all IT services comply with relevant industry regulations and internal policies.
    • Manage risks associated with IT service delivery, developing mitigation strategies as needed.
  • Vendor Management:
    • Manage relationships with external service providers, ensuring they meet contractual obligations.

Requirements:

  • Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience: 5 years of experience in IT service delivery management, preferably in the life insurance or financial services industry.
  • Skills:
    • Strong understanding of ITIL or similar service management frameworks.
    • Knowledge of DevOps and SRE principles.
    • Excellent communication and interpersonal skills.
    • Ability to manage multiple priorities and work under pressure.
    • Strong analytical and problem-solving skills.

Preferred Qualifications:

  • Experience with cloud computing and digital transformation initiatives.
  • Familiarity with cybersecurity principles and practices.

Salary: $120,000 - $180,000 per annum, depending on experience.

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