Lead I - Software Engineering

This Cybersecurity Service Manager role is responsible for operating as part of a global/local team within the Cybersecurity organisation, to analyse and implement activities around Service Management Practices not limited to Service catalogue management, Service request management, Service design, Continual improvement, Service validation and testing, Service level management, Service financial management, Measurement and reporting, Knowledge management, Release management. The role will carry out some or all of the following activities: As a Service Manager, work towards enabling right customer outcomes thus improving the overall customer experience. Complete Service catalogue gap closures and seek sign-off from the stakeholder(s). Own manage as BAU for future changes. Create Service management backlogs requirements/workbook (new / enhancements to existing services) for required deliverables provided by the Service Line. Own service management backlog, govern progress to ensure appropriate traction on remediation. Agree benefit scoring estimates with accountable service provider when onboarding/optimization item is both added to the Service Management Plans and during design stage prior to implementation. Assess services on a end to end basis using prescribed methodology i.e. from request to service fulfilment to maximise optimization opportunities. Create roadmap of 90 / 180-day service plans for respective Service Line deliverables and transition that into a formal plan depicting the true status of each deliverable. Work with the respective Service Line leads in delivering the outcomes, check for improvements/enhancements and deliver them accordingly. Transition of services from backlog items to Service Now. Accountable for the end-to-end deliverable plan Benefits realized discussed and agreed with Service owners, added to the SM Plans Design new service workflows, enhancements, UAT Coordination and Business Readiness process flows and implement them for Service Line deliverables. Seek required approval from Design Authority for any changes to services that meet criteria. Cybersecurity Service Performance Finance maintained, tracked and reviewed with the Service Line Finance teams with regular reports issued throughout the year and ensure appropriate traction on remediation. Define, document, agree, monitor, measure, report and review the level of services provided. Ensure that specific and measurable targets are developed for all services. Deliver the Service metrics for aligned business regions. Implementation of Demand management Capacity planning process for service lines Proactively identify problem and resolve, make decisions based on sound, rational judgment and stakeholder needs. Own and analyse customer requirements, feedback issues and look at effectively completing them. Strive to deliver outstanding customer service and drive to achieve/improve exceptional customer loyalty, satisfaction. Identify service work-flow changes from cyber function and other integration Items, including their attributes and relationships for implementation communication to stake holders. Operate as part of a global team and responsible for delivery of cyber security services. Practical working PM experience of definition, planning, execution and tracking the plans Practical working PM experience of definition, agreement and implementation of new service operating model in a technology organization. Service Management Experience of design, transition and implementation of Services / work-flows Service management experience of definition, design and implementation of Service Levels/Agreements, metrics to measure performance and financial of the services Min 5 years PM Service Management experience with clear examples of projects that achieve clear business goal, outcomes, and realise target key results, which are agreed, tracked realised and signed-off. Excellent communication skills to successfully lead projects to completion. Senior Stakeholders. Expert level planning, organize while simultaneously managing resources, budgets, and schedules. Stakeholders leadership, partnering on the problem to be solved, the vision to solve and the roadmap and timeline to deliver the solutions Produce quality outputs right first time at pace Ability to proactively recommend resolution to problems and challenges identify Brings structure and order to undefined problems and/or large scale problems, using a data-led approach and making them easier to address and solve. Responsible to lead the facilitation of working groups and manage meetings to forge consensus amongst stakeholders across multiple workstreams / SME areas. Responsible for ensuring that all changes to service, process and system changes are appropriately user acceptance tested /service rehearsal tested and signed-off /issues resolved.