Technology Service Delivery Lead

Overview

Role Definition:

The IT Service Delivery Lead leads the business segment's dedicated service delivery team which is composed of a team of systems analysts and technology delivery managers, reporting directly to BU Technology Heads.

He/She is accountable for technology service delivery for their dedicated Business Segment. The Service Delivery Lead partners with the respective SBC Business Segment Heads and provides guidance regarding both technology and market trends to support the formulation of the business segment's business strategy. She/He takes the end-to-end responsibility for the design, delivery, and of the technology services needed by her/his dedicated SBC business segment to achieve the business and technology objectives. She/He works closely with the business to craft and understand business strategy, priorities, and needs to plan and execute business-related technology strategy and initiatives.

As the single point of contact for dedicated BU IT service delivery-related activities and projects that require the services of the team, She/He is responsible for ensuring that SLAs are met by the team members and will coach, develop, mentor, and lead a team of systems analysts and tech delivery managers to enhance their capabilities.

Works as the strategic interface between ITG and internal stakeholders, for the purpose of business / IT strategy development, solution discovery, service management, risk management, financial management, and relationship management

Responsibilities

• Partner closely with dedicated Business Segment leadership and Engineering Heads to provide technical guidance and expertise to jointly shape and develop business strategy and Retail IT application operational excellence; further explore opportunities for technology-led improvements and advocate for the latest technology; Provide technology partnership service that exceed the Business Segment leadership expectations by providing timeline and clear communication and reporting (e.g. release info, MBRs, project/CR updates)

• Leverages Enterprise solutions based on scan/knowledge of the Business requirements to ensure investment to a business solution/system is maximized/optimized

• Own the end-to-end business relationship as the single point of contact for business on all technology matters including project delivery, support, and operations to business initiatives are delivering meeting (or exceeding) the business goals and objectives with high quality and reliability

• Understands and assists the business in prioritizing their requirements by providing relevant information regarding their initiatives.

• Maintain an up-to-date detailed understanding of both the Business and IT strategy and the services business by actively shaping business demands and ensuring that the products delivered could match the business' requirements.

• Proactively serves as a trusted advisor and provides highly-valued strategic consulting level support and guidance throughout key technology-enabled business initiatives.

• Stay abreast of the latest project delivery approaches and trends that could benefit the bank and develop continuous improvement on the processes and procedures established for demand management between the business and the IT functions. Establish new ways of working, advocate for the latest technology and approaches, and understand the architectural integration of new software solutions

• Invest in the careers of the BU IT systems analysts and tech delivery managers by providing opportunities for growth and advancement (e.g. succession program, training, coaching/mentoring, etc.) and providing clearly understandable goals so that their performance can be measured fairly and reasonably. Recruit, develop, and grow talents through effective mentoring, coaching, succession planning, and retention strategies and providing guidance where needed

Qualifications:

• Preferably 20 years of total experience

• 10 years and above technology delivery work experience

• Strong leadership and people management skills

• Excellent communications and writing skills

• Goals and results orientation

• Highly collaborative, strategic and creative

• Highly pro-active in process improvement and risk management

• Strong influencer on how applications can best enable and support business plans by providing valuable and critical inputs/options in the application functional evaluation and delivery through the systems development life cycle

• Familiarity with Banking applications/systems

• With Agile experience