Service Delivery Manager

2 months ago

Dublin, Dublin City, Ireland Bank of Ireland Full time

What is the opportunity?

This is a great opportunity to own accountability for the Cloud Data Platform services and to be part of the overall leadership team which develops and implements the vision, objectives and operational plans for the are

You will also lead and coach a small/medium-sized team, provide governance and oversight to the third party team that deliver the technical services that make up the Cloud Data Platform / digital experience layer systems.

The purpose of this role is to lead, manage and improve the Cloud Data Platform portfolio to deliver continued dedication so that it contributes value to the overall Group Data Analytics Office service offering, in the most cost-effective manner.

In this role, you will:
  • Be accountable for the end to end technical service for the Cloud Data Platform / digital experience layer applications.
  • Understand the service scope of the managed service providers and drive operational service governance through verified metrics and dashboards.
  • Ensure that risks are managed proactively (via RADAR) within Group Data Analytics Office & Technology Services, ensuring alignment to the bank's policies and the Business Control Framework.
  • Act as the trusted reference point for all services within allocated portfolio representing GDAO to all key partners, including service & vendor performance, risk profile and day to day technical operations.
  • Represent the IT Service in governance sessions and with customers when supporting Service Managers and/or Service Partners.
  • Ensure all provider partners understand business service targets, IT SLA targets and OLA's in place and strive towards consistent achievement.
  • Represent IT Services in audits (internal and external) and regulatory inspections if required.
  • Ensure all technical teams maintain an accurate knowledge base and documented topology of the service E2E to BOI standards.
  • Define and ensure consistent delivery of required data, statistics and reports for service analysis and to facilitate effective service health monitoring and performance.
  • Collaborate and ensure regular dialog with ITIL Functions (Change Delivery, Service Transition, Problem / Event Mgmt., Incident Mgmt.) and Business & Service Partners/Managers to ensure common understanding on service health, service planning and strategy.
  • Find opportunities for service improvements, discuss with all internal partners and drive the RFC (request for change) as needed.
What will make you stand out?

You have 8+ years experience in IT service management and service delivery with practical experience of service and process design, implementation and improvement. You have a proven track record in governing and managing third party managed service providers. You have demonstrable experience in discussing technical issues with people at all levels (Customers, Vendors, Technology Services teams, Head of Service & Service Managers and other) and presenting service improvement initiatives to both technical and non-technical audiences at all levels.

Any of the following are not necessary to apply but will make you stand out:

  • IT relevant Diploma or Degree
  • ITIL Certification Desirable
  • IT Audit and Risk Management Certification
Essential Qualifications

There are no specific qualifications or minimum educational requirements needed for this role.

More about the team

Data Solutions within the Group Data and Analytics Office functions to enable Bank of Ireland to exploit data assets across the enterprise to drive incremental value to the organisation. We achieve this through greater collaboration, a focus on building well-rounded data-specific capabilities through a product management approach and increasing execution agility through modern ways of working and delegated decision-making.

This job can be done anywhere in the Republic of Ireland with the primary office location as Dublin to which travel will be required for in person collaboration.

Exact frequency to be agreed with manager. Please note you must live in the jurisdiction for the business to which you are contracted.

#li-hybrid #ij-hybrid

Why work with us?

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 23 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career



Key Competencies

  • Manage Risk - People Manager
  • Amplify Capability - Leader
  • Customer Focused - People Manager
  • Champion Transformation - People Manager
  • Accountable - People Manager

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email.

Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.

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