IT Service Delivery Manager

1 day ago

Docklands, Victoria, Australia Link Group Full time
Job Title: IT Service Delivery Manager

Role Overview

The IT Service Delivery Manager is responsible for the delivery of IT services to the Technology & Operations function. This role will develop the service management framework and processes to drive service delivery excellence, acting as a conduit between business users and IT teams to ensure the technology strategy is executed and business needs are met.

This role will also examine MUFG Retirement Solutions business IT systems, procedures, and identify potential adverse risks, implementing processes or technologies to mitigate or support an environment that eliminates or reduces that risk for the future.

Key Accountabilities and Main Responsibilities
  • Provide IT Service Delivery services to clients
  • Attend Incident Management meetings/calls as required and be the key communication source to clients
  • Manage system access for clients' staff to access MUFG systems
  • Develop a deep understanding of business needs, future strategy, and translate these into strategic requirements for the technology environment
  • Operate as the primary point of contact for IT services for clients, with the goal of maintaining and improving client satisfaction of IT services
  • Work in conjunction with project teams to actively guide the IT Delivery to ensure it is actively de-risked and expedited
  • Promote risk management, responsible decision-making, business awareness, and compliance
  • Influence operational teams to deliver robust, secure, and high-quality IT services
  • Act as the primary communication path relating to any planned activity or event likely to adversely impact the business and act appropriately to address and mitigate against any risks associated
  • Engage required resources, internal or vendor, to ensure timely delivery of services
  • Identify root cause trends with regards to IT incidents and develop and execute improvement plans to address issues in the future
  • Identification and implementation of continuous improvement initiatives
  • Manage and respond to requests for service and proposals in a timely manner
  • Day-to-day management of operational issues arising from the delivery of IT services
  • Review and rationalize how IT risks, incidents, and issues are handled across various systems, including GRC, ITH, and JIRA
  • Review, complete, and present monthly SLA reports
  • Foster collaborative and mutually supportive relationships with stakeholders
  • Represent the Technology teams in forums with the client group as both a trusted partner of the business and a representative of Technology
  • Consult and advise the business on the most appropriate course of action with regards to key technology initiatives and decisions
  • Work closely with the respective technology functions to ensure local business requirements and client needs are factored into the design of IT operational policies and procedures
  • Work closely with teams to ensure that appropriate governance is applied to known, emerging, and heightened risks and that each mitigation and treatment is appropriately actioned within set timeframes
  • Ensure that the principles in the control frameworks are clearly understood by the IT teams delivering the service and embedded into their ways of working
  • Ensure that MUFG Retirement Solutions business IT Operations, when it comes to Risk, Security, Audit, and control frameworks, are aligned to meet the requirements of the business policy, industry ratings, and Australian Regulatory frameworks
Experience and Personal Attributes

The ideal candidate will have 5-10 years of demonstrated experience in engaging with large vendors and/or clients, with both onshore and offshore operations, to successfully achieve organisational objectives, deal with change while managing and delivering a range of competing priorities.

The candidate will have the ability to build strong customer relationships and deliver customer-centric solutions, planning and prioritising work to meet commitments aligned with organisational goals, holding self and others accountable to meet commitments, providing direction, delegating, and removing obstacles to get work done, developing and delivering communication that is adapted to meet the needs of different audiences, and using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.

The candidate will also be a highly experienced IT professional, having worked across many areas of the SDLC (analysis, project management, dev, test).

Employment Benefits
  • FlexiWorks – enabling employees to work in the office and at home
  • Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
  • Employee Recognition Program – to recognise people who are demonstrating our values and Company purpose
  • Talent Referral Program
  • Salary Sacrificing via Superannuation
  • Employee Assistance Program
  • Learning & Development – Development at your fingertips via self-paced learning, including educational assistance support
  • Employee discounts – Access discounted rates and offers from a variety of providers, including Bupa and Microsoft
  • Novated Car Leasing
Culture @ MUFG Pension & Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support, and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported.

We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics, including, but not limited to, gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status, or carers responsibilities.

How to apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.

Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.

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