Resolution Life | Itsm Service Manager
Vor 4 Tagen
Other (Information & Communication Technology)Full timeAt Resolution Life, we are resolutely committed to protecting the financial futures entrusted to us.For customers, advisers, companies and the industry, we are making an impact worldwide.Resolution Life is a global life insurance group focusing on reinsurance and the acquisition and ongoing management of portfolios of life insurance policies.Resolution Life Australasia manages ~$30 billion in assets, services over 1 million customers with superannuation, investments, and life insurance policies and has over 1000 employees across Australia and New Zealand.Why us?We are committed to providing our customers with peace of mind that their life insurance, superannuation, and investment policies are in safe and trusted hands for the long term, through providing quality investment management, competitive premiums, and excellent customer service.We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment and have a contemporary 100% cloud-based technology offering.The RoleAs the IT Service Manager, you'll work as part of our ITSM & Workplace squad, focused on workplace and end-user compute, overseeing and managing the delivery of IT service management and workplace services across the organisation, ensuring alignment with governance objectives and standards.
The role will also drive the improvement and maturity of the ITSM and Workplace team's capabilities and service delivery.Some of the things you will be accountable for include:Manage the IT service management (ITSM) processes and tools, ensuring alignment with ITIL best practices and business requirements.Oversee the design, implementation, and maintenance of workplace solutions, including end-user devices, collaboration tools, and AV / VC.Mentor a team of IT service desk analysts, technicians, and engineers, providing coaching, mentoring, and performance management.Develop and monitor key performance indicators (KPIs) and service level agreements (SLAs) for ITSM and workplace services, ensuring continuous improvement and customer satisfaction.Manage Workplace service budget, vendors, contracts, and procurement activities, ensuring cost-effectiveness and compliance.Collaborate with other IT teams and service providers to ensure timely and quality delivery of workplace services and solutions.Establish and maintain effective communication channels with internal stakeholders, technical teams, and service providers.Be available for after-hours on-call support for major incidents as per ITSM process.What you bring:Several years of experience in IT service management / workplace service delivery, preferably in a large and complex organisation.Proficiency in service level agreement (SLA) management, with the ability to define, monitor, and report on key performance indicators and quality metrics for governance services.Familiar with IT Service Management framework and best practices, able to deliver quality services across multiple vendors and platforms.Experience in managing major incidents: Capable of handling complex and urgent incidents that affect business continuity, coordinating with stakeholders and resolving issues promptly.Experienced in working with different vendors and service providers, managing contracts and SLAs, and fostering collaboration and communication.Skilled in using ServiceNow as a service management tool, creating and tracking tickets, generating reports and dashboards, and documenting processes and procedures.Critical Skills:Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.Team Mentality: Partnering effectively to drive our culture and execute on our common goals.Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.What Will We Do For You:Our culture underpins our values and guides our decision making.
It's also what makes Resolution Life a great place to work.Resolution Life Australasia supports hybrid working arrangements, combining the flexibility of virtual remote work with the collaborative benefits of in-office time.
We have seen and experienced the wellbeing and benefits that come from a harmonious balance of virtual and in-office working arrangements that deliver customer outcomes, team culture, and personal flexibility.Every day is an opportunity to grow - and we hope to offer our people a career, not just a job.The learning and development opportunities we offer include supporting the completion of executive-level short courses, access to leading online learning tools, on-the-job training, and mentoring by highly experienced business leaders.Before commencing employment in this role, you will need to provide two references, full working rights, and complete police and credit checks through an online provider.As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce, you will be provided with any support or accessibility requirements throughout your interview process.#J-18808-Ljbffr
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