Service Owner, Technical

This is a leadership role within Business Technology Services (BTS) Technology Delivery function accountable for management of service, operations & support deliverables.

The Technical service owner is accountable for understanding the business and technologies priorities, determining the workforce planning for the BTS activities as well as the quality, timing and operational supportability. You will be the key relationship owner between the Domain Owner, other domains and the development and testing teams, operating as the conduit between the teams and providing a whole portfolio view for the Domain.

The individual also needs to build IP for the domain with selection of right skills, work closely with other domain owners for cross skilling, sharing/exchange of ideas and best practices

Key Accountabilities and main responsibilities

Strategic Focus

• Provide the connection between multidisciplinary business areas and stakeholders; develop a one team approach to the delivery of technology services, removing barriers and cultural differences to promote seamless delivery teams across global and vendor boundaries.
• Develop a workforce plan to ensure that immediate and future skills and supply are available to meet business delivery needs.
• Develop strategies to simplify technology services, increase speed to market and reduce overall cost base.
• Create Agile & DevOps Culture through training and coaching resources to deliver in line with best practice.
• Continuous improvement measured through customer satisfaction demonstrating yearly improvement in metrics.
• Increase technology proficiency and knowledge within MUFG removing our reliance on third parties for delivery and expertise (IP) of our systems.

Operational Management

• Develop relationships with Domain stakeholders and act as a point of escalation.
• Organize and provide quality estimates for the delivery of work.
• Allocate the right skilled resources across the portfolio to deliver to estimates and to ensure 100% utilization.
• Engage with vendors and vendor resources where applicable to flex workforce as required.
• Deliver technology solutions at scale and utilizing a global level model.
• Provide direction on which tools or methods to use.
• Provide governance of delivery ensuring that quality standards are met for development standards, automation, security, accessibility, performance and operational supportability.
• Identifying opportunities for service improvement
• Anticipate problems, able to articulate the problem and helps others to articulate the problem. Builds problem-solving capabilities in others.
• Work closely with third parties and IT vendors on regular basis.

People Leadership

• Engage with cross geography / global teams.
• Technical skill development of team members.
• Maintain throughput and output from the team.
• Ensure that skill levels and experience is maintained.
• Development of the team environment to ensure a robust, skilled and collaborative team, driving appropriate retention.
• Maintain and track team performance on consistent basis, also identify opportunities for career progression for staff.
• Embed MUFG purpose and values in people management and operating practices.
• Drive activities to support the diversity and inclusion objectives.

Governance & Risk

• Reviewing IT processes and procedures to ensure efficiency and simplicity for the business and meet control objectives as set out by GS007, ISO27001 and other financial industry regulation.

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

Experience

• Overall 15+ years of industry experience with minimum 10-12 years experience into leadership roles managing Tech Operations & Services.
• Min 8-10 years experience leading level 1 & 2 help desks
• A minimum of 5 years experience of end user computing
• Deep understanding of Agile standards and processes.

Personal Attributes

• Strong interpersonal skills to engage with people at all levels of the organization and build strong relationships and trust with clients and internal stakeholders.
• Highly effective communication, collaboration and influencing skills.
• Strong leadership skills with a focus on coaching and developing teams.
• Able to communicate a compelling vision and purpose to broader team.
• May require occasional travel.

This is a leadership role within Business Technology Services (BTS) Technology Delivery function accountable for management of service, operations & support deliverables.

The Technical service owner is accountable for understanding the business and technologies priorities, determining the workforce planning for the BTS activities as well as the quality, timing and operational supportability. You will be the key relationship owner between the Domain Owner, other domains and the development and testing teams, operating as the conduit between the teams and providing a whole portfolio view for the Domain.

The individual also needs to build IP for the domain with selection of right skills, work closely with other domain owners for cross skilling, sharing/exchange of ideas and best practices

Key Accountabilities and main responsibilities

Strategic Focus

• Provide the connection between multidisciplinary business areas and stakeholders; develop a one team approach to the delivery of technology services, removing barriers and cultural differences to promote seamless delivery teams across global and vendor boundaries.
• Develop a workforce plan to ensure that immediate and future skills and supply are available to meet business delivery needs.
• Develop strategies to simplify technology services, increase speed to market and reduce overall cost base.
• Create Agile & DevOps Culture through training and coaching resources to deliver in line with best practice.
• Continuous improvement measured through customer satisfaction demonstrating yearly improvement in metrics.
• Increase technology proficiency and knowledge within MUFG removing our reliance on third parties for delivery and expertise (IP) of our systems.

Operational Management

• Develop relationships with Domain stakeholders and act as a point of escalation.
• Organize and provide quality estimates for the delivery of work.
• Allocate the right skilled resources across the portfolio to deliver to estimates and to ensure 100% utilization.
• Engage with vendors and vendor resources where applicable to flex workforce as required.
• Deliver technology solutions at scale and utilizing a global level model.
• Provide direction on which tools or methods to use.
• Provide governance of delivery ensuring that quality standards are met for development standards, automation, security, accessibility, performance and operational supportability.
• Identifying opportunities for service improvement
• Anticipate problems, able to articulate the problem and helps others to articulate the problem. Builds problem-solving capabilities in others.
• Work closely with third parties and IT vendors on regular basis.

People Leadership

• Engage with cross geography / global teams.
• Technical skill development of team members.
• Maintain throughput and output from the team.
• Ensure that skill levels and experience is maintained.
• Development of the team environment to ensure a robust, skilled and collaborative team, driving appropriate retention.
• Maintain and track team performance on consistent basis, also identify opportunities for career progression for staff.
• Embed MUFG purpose and values in people management and operating practices.
• Drive activities to support the diversity and inclusion objectives.

Governance & Risk

• Reviewing IT processes and procedures to ensure efficiency and simplicity for the business and meet control objectives as set out by GS007, ISO27001 and other financial industry regulation.

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

Experience

• Overall 15+ years of industry experience with minimum 10-12 years experience into leadership roles managing Tech Operations & Services.
• Min 8-10 years experience leading level 1 & 2 help desks
• A minimum of 5 years experience of end user computing
• Deep understanding of Agile standards and processes.

Personal Attributes

• Strong interpersonal skills to engage with people at all levels of the organization and build strong relationships and trust with clients and internal stakeholders.
• Highly effective communication, collaboration and influencing skills.
• Strong leadership skills with a focus on coaching and developing teams.
• Able to communicate a compelling vision and purpose to broader team.
• May require occasional travel.