Horizontal Services Chapter Lead

ROLE SUMMARY

What are the key objectives and expectations from this role?

The Service Management Governance Lead is a crucial role that plays a key part in shaping the Service Management and Governance strategies with the Operations, Marketing and Enterprise Platform Leads in driving the execution of the respective platform teams vision measured by OKRs through the IDT platform enablement:

ACCOUNTABILITIES

• Owns the definition and implementation of the Service Management processes and best practices (based on ITIL and LSS)
• Owns the definition and implementation of the tools supporting Service Management best practices
• Owns the Service Transition for existing services/platforms extensions, and onboarding of new services/platforms into Operations
• Owns the definition and partners with Platform Leads on implementation of the DevSecOps processes and tools
• Drives the culture of Continuous Improvements across ITIL processes (Incident, Problem, Change management etc.)
• Partners with Platform Leads in developing and improving operational KPIs for their respective platforms and products
• Delivers the development and operational (DevOps) KPIs through BAT and partner teams
• Drives the enablement of Operations platforms’ success and aligns with the organisation's overall goals and objectives
• Ensures that the enabling platforms adhere to IDT standards, best practices, and governance frameworks
• Enforce compliance with security, data privacy, group architecture standards and regulatory requirements (Sec)
• Drive and manage (outsourced) delivery of service capabilities and the governance of service providers.
• Participate in internal and external service review meetings.
• Lead and drive resolution of IT service and/or business issues using agreed escalation routes
• Evaluate business risks and issues related to operational incidents, potential changes and internal audit reports. Implement appropriate risk management processes and take appropriate and timely actions.

EXPERIENCE, SKILLS, KNOWLEDGE

ESSENTIAL

Experience Required

• Creating and managing services (Service Management – ITIL)
• Experience managing and communicating with global teams.
• DevSecOps implementation and culture change
• Organization change management
• IT/Security governance

Technical / Functional / Leadership Skills Required

• Ability to think clearly, prioritise and make decisions under time-sensitive and high-pressure conditions.
• Business acumen, ability to articulate both businesses, commercial and technical ideas clearly and simply.
• Familiarity with network and system administration, including configuring and maintaining secure network infrastructure.
• Excellent communication, collaboration, and stakeholder management skills.

Education / Qualifications / Certifications Required

• Bachelor’s degree in Computer Science, Engineering, Business or related areas.

BENEFICIAL

• DevSecOps certification – Practitioner Level
• ITIL Managing Professional certification