Head of IT Service Excellence Head of IT Service Excellence

The purpose of this role is to establish, maintain and be hands on in the implementation of exceptional IT Service Operational Excellence in the MUFG Pension & Market Services Technology team. This role is designed to deliver the client facing IT services, strengthen and improve overall IT Service Management through strong leadership in IT Operational Delivery, Service Availability, Risk Management, Audit and Compliance, Reporting and Operational Practices, with the key focus of Customer Excellence.

This role will be required to work in partnership with, the Global Technology Operations and IT Service Delivery teams to provide outstanding IT Service Delivery, improve system uptime, deliver meaningful insights through reporting, streamline practices, and provide an easy-to-follow engagement model for customers and internal colleagues.

Key Accountabilities and main responsibilities

Strategic Focus

• Influence a global team of Infrastructure hosting, Azure/Cloud, Networks, Digital Workplace, and IT Service Management to drive strategic initiatives.
• Lead customer service excellence delivery and production monitoring across Infrastructure and Operations globally.
• Design and develop a target state service design to continuously improve global IT Service Management Operational estate.

Operational Management

• Lead Major Incident triage, and resolve issues actively improve processes, ensuring clear and timely executive communications.
• Lead IT Operational Customer Success and drive a focus on production stability, system up-time and value adding outcomes
• Support IT Service and Operational Teams to develop roadmaps and business cases to allow successful service delivery outcomes, ensuring engagement and collaboration with key stakeholders and the senior leadership teams.
• Support the Group IT budgeting process to provide and support planning models for Group IT planning
• Develop and deliver controls which have effective policies, processes, procedure, standards, KPIs, and performance reports.
• Analyse highlights from service reporting to find and fix the lowest common denominator in service delivery to ensure the standards are always increased.
• Identify and effectively manage areas for improvement, set new goals and lead teams to exceptional levels to deliver continuous improvement.
• Provide direction and hands-on involvement to streamline and simplify IT Service Management outcomes for customers and colleagues.
• Support and develop team cohesion to bring together a single global IT Service Management team to deliver exceptional IT customer service.
• Ensure that the change management process is clearly communicated, documented and understood across all areas of the business.
• Maintain and deliver accurate and timely reporting.

People Leadership

• Foster collaborative and supportive relationships with senior stakeholders to drive projects from inception to successful launch.
• Enhance team capability globally with delivery teams spread across Australia, India, the UK, Ireland, and other areas.
• Lead, develop and motivate local and international team members through sharing and exhibiting best practices, coaching, mentoring, performance management and development planning.
• Collaborate with peers and teams to leverage tools, best practice, and techniques.

Governance & Risk

• Oversee and embed risk management practices in all aspects of the Technology Corporate Centre and Operations Teams.
• Develop and implementation service score cards to help each area demonstrate value and track service improvements is a key aspect of 1st level governance reporting.
• Ensure the adherence or escalation of missed governance objectives,
• Identify and manage IT risks, ensuring to record, mitigate, and manage across the IT Infrastructure, Networking, and IT Service Management function.
• Collaborate with IT leaders to implement risk mitigation strategies and processes.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• 10+ years experience in senior leadership roles, with a strong ability to coach and develop teams.
• Relevant tertiary qualification.
• Demonstrated experience working in a Technology function at a senior level.
• Experience working in financial services industry
• Previous experience in a hands-on IT leadership position
• Demonstrable ability to manage outcomes in a rapidly changing environment.
• Highly commercial and business focused leader within a growing and changing business.
• Demonstrated ability to use highly developed analytical skills and proven experience in using data to develop insights, support decision making and assess value
• Demonstrated ability to build constructive relationships with all stakeholders.
• Proven ability to problem-solve and provide and deliver creative solutions.
• Strong interpersonal skills and the ability to engage and influence people at all levels of the organisation.
• Proven ability to build strong relationships and trust with clients and internal stakeholders.
• Strong business acumen and experience in managing financials and budgets.
• Previous experience in supporting a culture of innovation and working with teams who have been able to implement technology change which has measurably impacted a business.
• A demonstrated ability to drive process improvement and future success

The purpose of this role is to establish, maintain and be hands on in the implementation of exceptional IT Service Operational Excellence in the MUFG Pension & Market Services Technology team. This role is designed to deliver the client facing IT services, strengthen and improve overall IT Service Management through strong leadership in IT Operational Delivery, Service Availability, Risk Management, Audit and Compliance, Reporting and Operational Practices, with the key focus of Customer Excellence.

This role will be required to work in partnership with, the Global Technology Operations and IT Service Delivery teams to provide outstanding IT Service Delivery, improve system uptime, deliver meaningful insights through reporting, streamline practices, and provide an easy-to-follow engagement model for customers and internal colleagues.

Key Accountabilities and main responsibilities

Strategic Focus

• Influence a global team of Infrastructure hosting, Azure/Cloud, Networks, Digital Workplace, and IT Service Management to drive strategic initiatives.
• Lead customer service excellence delivery and production monitoring across Infrastructure and Operations globally.
• Design and develop a target state service design to continuously improve global IT Service Management Operational estate.

Operational Management

• Lead Major Incident triage, and resolve issues actively improve processes, ensuring clear and timely executive communications.
• Lead IT Operational Customer Success and drive a focus on production stability, system up-time and value adding outcomes
• Support IT Service and Operational Teams to develop roadmaps and business cases to allow successful service delivery outcomes, ensuring engagement and collaboration with key stakeholders and the senior leadership teams.
• Support the Group IT budgeting process to provide and support planning models for Group IT planning
• Develop and deliver controls which have effective policies, processes, procedure, standards, KPIs, and performance reports.
• Analyse highlights from service reporting to find and fix the lowest common denominator in service delivery to ensure the standards are always increased.
• Identify and effectively manage areas for improvement, set new goals and lead teams to exceptional levels to deliver continuous improvement.
• Provide direction and hands-on involvement to streamline and simplify IT Service Management outcomes for customers and colleagues.
• Support and develop team cohesion to bring together a single global IT Service Management team to deliver exceptional IT customer service.
• Ensure that the change management process is clearly communicated, documented and understood across all areas of the business.
• Maintain and deliver accurate and timely reporting.

People Leadership

• Foster collaborative and supportive relationships with senior stakeholders to drive projects from inception to successful launch.
• Enhance team capability globally with delivery teams spread across Australia, India, the UK, Ireland, and other areas.
• Lead, develop and motivate local and international team members through sharing and exhibiting best practices, coaching, mentoring, performance management and development planning.
• Collaborate with peers and teams to leverage tools, best practice, and techniques.

Governance & Risk

• Oversee and embed risk management practices in all aspects of the Technology Corporate Centre and Operations Teams.
• Develop and implementation service score cards to help each area demonstrate value and track service improvements is a key aspect of 1st level governance reporting.
• Ensure the adherence or escalation of missed governance objectives,
• Identify and manage IT risks, ensuring to record, mitigate, and manage across the IT Infrastructure, Networking, and IT Service Management function.
• Collaborate with IT leaders to implement risk mitigation strategies and processes.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• 10+ years experience in senior leadership roles, with a strong ability to coach and develop teams.
• Relevant tertiary qualification.
• Demonstrated experience working in a Technology function at a senior level.
• Experience working in financial services industry
• Previous experience in a hands-on IT leadership position
• Demonstrable ability to manage outcomes in a rapidly changing environment.
• Highly commercial and business focused leader within a growing and changing business.
• Demonstrated ability to use highly developed analytical skills and proven experience in using data to develop insights, support decision making and assess value
• Demonstrated ability to build constructive relationships with all stakeholders.
• Proven ability to problem-solve and provide and deliver creative solutions.
• Strong interpersonal skills and the ability to engage and influence people at all levels of the organisation.
• Proven ability to build strong relationships and trust with clients and internal stakeholders.
• Strong business acumen and experience in managing financials and budgets.
• Previous experience in supporting a culture of innovation and working with teams who have been able to implement technology change which has measurably impacted a business.
• A demonstrated ability to drive process improvement and future success