To lead and manage the IT Service Delivery Team ensuring that IT Stability is managed appropriately; As part of the team managing the relationship with key 3
parties and our customers, manage the services levels provided by IT.
Key Results Areas
Deliver IT services to all internal and external customers to agreed SLA’s, through key IT partners, in particular PGDS and Capita, ensure that relationships with key suppliers are managed in such a way as to ensure the long and short term delivery of these services.
Continually drive forward cost efficient service improvement in alignment with business needs; agree and review service levels with relevant business customers.
Ensure that IT Service Frameworks, Policies and Procedures are agreed, understood, documented and communicated, and that appropriate controls and activities are in place. Liaise with Prudential IT Teams and key 3rd Party IT Suppliers to manage IT Stability for Prudential; monitor adherence across IT against SLA frameworks, reporting and escalating to the Senior Management Team when appropriate. Negotiate and agree fit for purpose SLAs.
Ensure that IT Service Management processes are appropriate to manage IT Stability and IT Service Delivery. Ensure that these are effectively communicated to all relevant parties, escalating any issues to the relevant stakeholders for action or information.
Manage the IT change and release programme through the Change Approval Board, working with PGDS to do so; chair the cross-platform forum; avoid the late identification of change conflicts that may impact IT stability or the effective delivery of IT changes.
Support the delivery of the Business Continuity and Disaster Recovery activities, ensuring that at all times the business can recover effectively and in a timely way from a major incident; ensure that the IT teams, working with suppliers could recover systems in the event of a significant outage; support the testing of these capabilities.
Ensure that all incidents are resolved in line with SLA’s; that root cause analysis is performed and ensure that problems are resolved subject in a timely fashion.
Manage the day to day service relationships with our infrastructure partner, PGDS, ensuring key accountabilities are in place and a positive engagement is maintained.
Manage the long term health of the business unit by ensuring that colleague engagement is maximised, that appropriate recruitment is undertaken to regularly refresh the team, and that there is an appropriate balance of internal and external staff.
Manage all colleagues within the business unit in accordance with HR policies to ensure that they are developed to realise their maximum potential.
Actively lead, coach and appraise the performance of all support team members, resolving performance issues promptly and providing a climate that encourages team members to develop to their full potential
Demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, and ensure the timely and appropriate resolution of control weaknesses, actions and failures that arise.
Key Performance Indicators
IT Stability maintained with Business appetite; minimal impact resulting from IT changes. Service SLA’s met.
Key Service Metrics are documented and presented to the IT SMT, OEC and ORRC and maintained against SLAs.
Career Development of supporting staff and Succession Planning in place.
Project acceptance and readiness activities are understood and appropriate actions have been taken to mitigate service disruption
Scope & Key Dimensions: Headcount: 2 FTEs, plus responsibility for the day to day service supplied by PGDS (£55m; 300 staff).
Commercial awareness, understands the financials related to SLAs.
Oversight of key third party delivery (primarily PGDS, Capita and RR Donnelly) for IT Service Delivery.
Reading, with a requirement to travel when appropriate.
IT SMT (Senior Management Team), Business Unit Representatives for all Pru UK Business Areas, Prudential IT Application Support Teams.
Chair the weekly Change Advisory Board, the weekly Service forum and the weekly Cross Platform forum.
Key Third Parties (Capita IT, PGDS and the PGDS SMT (Senior Management Team), RR Donnelly Service Management Team).
Knowledge, Skills & Experience
IT Service Delivery Management, including 3rd Party & Outsourced IT Service Management.
Incident, Problem and Change Management.
Pro-active management of 3rd parties.
Ability to maintain composure and professionalism in pressurised, stressful and ambiguous situations.
Stakeholder Management demonstrating a ‘can do’ attitude; good relationship skills, able to effectively listen, communicate, challenge and influence others to continually improve service.
Ability to influence and deal with senior directors and executives, up to board level.
Initiative, drive, inspiration and passion for maintaining and improving IT performance
Team Management and Leadership.
Able to work independently and able to deliver as well as manage.
Solution driven. Looks for ways to make things happen, not reasons why they can’t be done.
Good awareness across multiple technologies, primarily focused on infrastructure.
Business Continuity and Disaster Recovery.
Desired: IT Control Frameworks (CObIT)
5+ years experience in an IT Service Delivery Role with a demonstrated track record of managing IT services levels.
Likely to be an IT Graduate.
Relevant IT senior management experience, including:
Budget management/financial compliance
Resource and people management.
Experience of presenting, writing and communicating at senior management levels.
Sound and demonstrable knowledge of the Financial Services Industry or relevant industry sector.
Highly aware and experienced of working within the financial services regulatory environment and FSA specific requirements.
Experience of managing people through periods of significant business and IT change
24-May-2012, 10:30:59 AM
07-Jun-2012, 6:59:59 PM Prudential - 12 months ago