Service Delivery Manager

2 months ago

Sydney, Australia Tal Services Limited Full time

Company Description

Welcome to This Australian Life. 

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence and retaining great talent.

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart.  Why not see where we can go?

Job Description

Position Overview:

The Technology Service Delivery Manager will oversee the delivery and support of IT services to ensure high performance, reliability, and alignment with the business needs in TAL’s life insurance business. This role involves managing major incidents in an aligned business line, liaising with technology and business stakeholders, and ensuring compliance with industry regulations while driving continuous improvement in service delivery.

Key Responsibilities include:

  1. Service Delivery Management:
    • Oversee the end-to-end delivery of IT services to ensure they meet the required standards and SLAs.
    • Implement and manage processes for incident, problem and change management.
    • Ensure high availability and performance of TAL’s applications.
  2. Stakeholder Engagement:
    • Act as the primary point of contact for business stakeholders, ensuring their needs and expectations are met.
    • Facilitate regular communication and updates to stakeholders on service performance and improvement initiatives.
  3. Incident and Problem Management:
    • Oversee the resolution of major incidents, ensuring timely communication and resolution.
    • Conduct root cause analysis for recurring issues and implement preventative measures.
  4. Service Improvement:
    • Identify opportunities for process improvements and implement best practices to enhance service delivery.
    • Monitor and analyse service performance metrics, reporting on key performance indicators (KPIs).
  5. 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.
  6. Vendor Management:
    • Manage relationships with external service providers, ensuring they meet contractual obligations.

Qualifications

  • 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.
    • Proven experience in managing IT service teams and working with stakeholders at various levels.
  • Skills:
    • Strong understanding of ITIL or similar service management frameworks.
    • Strong understanding 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.
    • Knowledge of life insurance industry regulations and compliance requirements.

Preferred Qualifications:

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

Personal Attributes:

  • Strong leadership skills.
  • High level of integrity and professionalism.
  • Customer-focused mindset.
  • Proactive and innovative approach to service delivery.
  • Positive and can-do mindset.

Additional Information

At TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don’t check every box in the criteria above, we encourage you to apply today or get in touch with us here.   

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.  

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice.  We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.  

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.  
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.

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