Job Description

The successful candidate will outcomes across multiple countries to deliver initiatives related to the Service Operations for Infrastructure Services domain. Working collaboratively with ALL technology teams, the individual will own and drive operations excellence and continuous improvement to accelerate delivery, service reporting, compliance & risk adherence including metrics and improvements and risk control strengthening. They will ensure that the technologies employed across environments are compliance with quality Service Operations practices, including Service Catalogues, Service Automation, Risk & Compliance, Executive Management reporting and Service Improvement Plans.
He/she will own the detailed plans and action tracking working with both the Services Operations & Risk lead and other members across Infrastructure Services to ensure quality Service Operations. They will work closely with Technology leads and ITSM leads, Risk leads to ensure all actions are addressed to uplift organizational operations and services.
In coordination with the Infrastructure Services teams, they will ensure quality processes, service improvement and risk tracking & action plans are in place, along with reporting against all SLA\'s.
The successful candidate will have significant customer experience as well as collaborating with influential self-motivated mindset with outcome focused for service improvements.
Scope

• In collaboration with the relevant stakeholders, ensure processes are defined, documented ensuring quality of such.
• Review and define opportunities with all teams to improve service delivery, including (not limited to) processes, measurements, SLA\'s, risks and associated dashboards/KRI\'s/KPO\'s.
• Ensure risks are fully documented, with action plans and tracked to ensure completion.
• Ensure service catalogues are correctly defined.
• Ensure all services defined, have measurable SLA\'s and are reported
• Ensure all teams have defined Service Request dashboards.
• Ensure all team have defined Service Improvement Plans that are tracked for delivery
• Provide monthly Service reports for Infrastructure Services covering Service SLA\'s, Risks as minimum.

Responsibilities

• Accountable for the Service Operations and reporting, including Risk/Compliance and Service Improvement Plans.
• Document the Technology Risks covering IT Operation and Resilience, IT Projects and Assurance, and IT infrastructure architecture and availability.
• Aid in the end-to-end risk management process and govern Technology team on the risks and issues that arises from major projects, risk, and control self-assessments (RCSA) and significant risk events.
• Conduct monthly service operation & risk reviews with relevant managers and Senior Leadership team.
• Work closely with Information Security, to ensure that OCBC environments are maintained in a highly secure state, and that operating procedures and methods are best suited to maintain security of the company environments.
• Function as the subject matter expert in Service Management, Operational Excellence and Risk Control, challenging and coaching team members, thriving to exceed Service Level Objectives and delivering outstanding value to the business.
• Guide the team in Service Operations and Risk/Compliance activities to ensure delivery against team annual strategic roadmap objectives.
• Drive the team to see the "big picture" on Service Operations & Risk ensuring quality and continuous improvement.
• Drive continual service improvement initiatives aimed at improving service quality, IT, and business outcomes.

Management

• Ensure that technology standards and best practices are maintained across the organisation.
• Work with Product Owners and stakeholders in other departments to ensure that Technology strategy and execution align.
• Drive the adoption Service Operations, Catalogues, measurement, and SLA\'s reporting for everything we do.
• Input into the budget for Services Operations including reporting and forecasting
• Asist with recruitment activities, whilst providing appropriate training, mentoring, and challenging them to grow and develop in their roles.
• Demonstrated Service Operations experience of matrix and multicultural teams.

Qualifications

• Bachelor\'s degree and/or equivalent experience in Information Technology, Computer Science or Business Management
• >10 years\' experience extensive in ITSM, Service Operations, Service Processes
• Solid knowledge of Risk & Compliance controls as they relate to Infrastructure
• Demonstrable and practical experience as Service Operations / Risk manager

Representative experience should include:

• Service Management tools - example ServiceNow or other
• Knowledge of private and public Cloud technologies, broad Infrastructure
• Experience in automation and process mapping / improvements
• Qualifications in Risk and Information Systems Control
• Certifications in ITIL & IT Service Management

Personal Characteristics

• Excellent communications skills, with the ability to explain complex technological ideas and concepts in a way that is understandable to a non-technical audience.
• Confident presenter who likes to get in front of customers or any audience to espouse their and the company\'s technology vision and the merits of products and services.
• Experience of formulating and implementing successful strategic plans.
• Experience working with Senior IT leadership in a strategic context
• Ability to work independently and with little guidance while keeping the focus.
• Ability to manage and motivate people.
• Ability to drive outcomes with tangible results

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