Role Overview
The IT Service Delivery Manager (SDM) has accountability for the delivery of IT services to the Technology & Operations function. The role will be responsible for developing the service management framework and processes to drive service delivery excellence. It will act as a conduit between business users and the IT teams to ensure the technology strategy is executed and the needs of the business are met.
This role will also use its knowledge and experience to examine MUFG Retirement Solutions business IT systems, procedures and identify any potential adverse risk and implement process or technologies to mitigate or support an environment that eliminates or reduces that risk for the future.
Permanent role in Client Technology Services domain of Retirement Solutions business technology team
Melbourne based candidates preferred, but open to Parramatta location as well
Key Accountabilities and Main Responsibilities
Provide IT Service Delivery services to your clients
Attend Incident Management meetings/calls as and when required & be the key communication source to your client
Manage system access for your client's staff to access MUFG systems
Develop a deep understanding of the 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 our 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 the 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 the required resources, internal or vendor, to ensure the 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 the local business requirements and client needs are factored into the design of IT operational policies & procedures.
Work closely with the 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 & Personal Attributes
5-10 yrs of demonstrated experience in engaging with large vendors &/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.
Ability to build strong customer relationships and delivers 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.
Develops and delivers communication that is adapted to meet the needs of different audiences
Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses
Highly experienced IT professional, having worked across many areas of the SDLC (analysis, project management, dev, test)
Some of our Employment Benefits
FlexiWorks – enabling our 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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