Service Operations Lead

Job Description

JOB PURPOSE: To lead and manage the IT service operations to ensure that core IT service management processes including incident management, request fulfilment, problem management, change management, configuration management, asset management, availability and continuity management, service catalogue management and service level management processes are designed and continuously optimized based on industry standards and efficiently executed across Technology Operations functions to achieve a high-quality delivery for IT services. The Service Operations Lead drives adoption of core IT service management processes and practices and ensures compliance with both internal teams and 3 rd party vendors managed by Technology Operations. KEY RESPONSIBILITIES:

• Design and continuously review to optimize core IT service management processes managed by all functions across Technology Operations including incident management, request fulfilment, problem management, change management, configuration management, asset management, availability and continuity management, service catalogue management and service level management based on industry standards and best practices
  
  
• Drive adoption and adherence to all Technology Operations IT service management processes across IMDT divisions and functions, relevant IsDB departments who have roles in the processes and 3rd party vendors using awareness programs, policies, procedures and contractual terms and conditions
  
  
• Manage service management improvement programs and projects for Technology Operations functions to enhance quality and performance of service delivery and improve levels of customer satisfaction for all levels of IT service customers including senior management, business owners and IT teams across IsDB Group at IsDB HQ and Regional Hubs

• Set and monitor performance metrics and quality standards with welldefined service level agreements across Technology Operations vendor engagements. Establish governance mechanisms such as daily, weekly, monthly, and quarterly reviews to monitor performance and address service level and service quality issues across Technology Operations services and vendors
  
  
• Lead the automation of IT service management processes using IT service management solutions. Collaborate with all IMDT service owners and vendor service providers to analyze service offerings and configure the services and service processes within the IT service management solution. Manage the implementation and operation of the IT service management solution to enhance efficiency and transparency and enforce IT service management standards
  
  
• Participate in the development and negotiation of customer facing service level agreements addressing complex parameters to align the demand for services from customers with the supply of services from vendor service providers as per the IMDT operating model
  
  
• Manage major incidents and escalations ensuring incident management processes are followed, appropriate resources are engaged in the analysis and resolution, communication is delivered to relevant stakeholders on a timely basis and closure is complete with lessons learned and proactive action plans to reduce the possibility of repetition
  
  
• Collaborate with the Business Continuity Management unit for end-to-end IT service management processes related to service availability and continuity to ensure alignment with Business Continuity Plans and resiliency requirements
  
  
• Supervise Service Desk operations to deliver responsive, high quality services across all IT services covering incident management, request fulfillment and problem management
  
  
• Manage asset and configuration processes with relevant safeguards and controls to maintain an accurate and complete asset repository and configuration management database

• Study the adoption practices across International Financial Institutions and other relevant organizations on the experiences with service management practices and operating models

• Promote the change and transformation in policies, processes and skills that are needed to transition and benefit fully from a mature service management organization through presentations, workshops and working groups across senior management, business process owners, assurance functions and IT teams

• Manage the team to ensure the effective achievement of functional objectives through leadership of the team, setting team and individual objectives, conducting regular meetings, managing performance, developing, and motivating staff, provision of formal and informal feedback, and appraisal to maximize team member and team performance e functions and IT teams