Service Owner, Core Delivery

1 month ago

Mumbai, India Link Group Full time

**Overview**
- This is a leadership role within Business Technology Services (BTS) Technology Delivery function accountable for the development and testing capability to support Projects for a Core Domain.
The Core service owner is accountable for understanding the business and technologies priorities, determining the workforce planning for the delivery and testing teams as well as the quality, timing and operational supportability of delivery and testing. You will be the key relationship owner between the Domain Owner and the development and testing teams, operating as the conduit between the teams and providing a whole portfolio view for the Domain.
The core service owner also needs to build IP for the domain with selection of right skills, work closely with other domain owners for cross skilling, sharing/exchange of ideas and best practices

**Key Accountabilities and main responsibilities**
- Strategic Focus
- Provide the connection between multidisciplinary business areas and stakeholders; develop a one team approach to the delivery of technology services, removing barriers and cultural differences to promote seamless delivery teams across global and vendor boundaries.
- Develop a workforce plan to ensure that immediate and future skills and supply are available to meet business delivery needs.
- Develop strategies to simplify technology delivery, increase speed to market and reduce overall cost base.
- Create Agile & DevOps Culture through training and coaching resources to deliver in line with best practice.
- Continuous improvement measured through customer satisfaction demonstrating yearly improvement in metrics.
- Increase technology proficiency and knowledge within Link removing our reliance on third parties for delivery and expertise (IP) of Link systems.
- Operational Management
- Develop relationships with Domain stakeholders and act as a point of escalation.
- Organise and provide quality estimates for the delivery of work.
- Allocate the right skilled resources across the portfolio to deliver to estimates and to ensure 100% utilisation.
- Engage with vendors and vendor resources where applicable to flex workforce as required.
- Deliver technology solutions at scale and utilising a global level model.
- Gives direction on which tools or methods to use.
- Provide governance of delivery ensuring that quality standards are met, development standards, automation, security, accessibility, performance and operational supportability.
- Identifying opportunities for service improvement.
- Anticipate problems, able to articulate the problem and helps others to articulate the problem. Builds problem-solving capabilities in others.

Reporting
- Workforce Reporting.
- Project Delivery Reporting.
- Risks and Issues.
- People Leadership
- Manage cross geography / global teams.
- Technical skill development of team members
- Maintain throughput and output from the team.
- Work with third parties and vendors for development activities.
- Ensure that skill levels and experience is maintained.
- Development of the team environment to ensure a robust, skilled and collaborative team, driving appropriate retention.
- Embed Link Group purpose and values in people management and operating practices.
- Act on Link Listen staff feedback.
- Drive activities to support the Link Group diversity and inclusion objectives.
- Lead and motivate the team to deliver quality.
- Be a leader from front in knowledge transfer, domain knowledge and delivery excellence.
- Motivate teams by providing them best practices & a framework for governance.
- Governance & Risk
- Ensure adherence to and personally promote Link Group’s core values, policies and standards.
- Ensure adherence to governance framework set up by the domain and provide accurate matrices accordingly.
- Reviewing IT processes and procedures to ensure efficiency and simplicity for the business and meet control objectives as set out by GS007, ISO27001 and other financial industry regulations.

**Experience & Personal Attributes**
- A minimum of 10-15 years’ team leadership or line management experience.
- Business product knowledge in Superannuation, Insurance, Managed Funds and Registry Services highly desirable or at a minimum in the financial industry.
- Strong experience in driving change and engaging teams through influence.
- Experience in working with global teams.
- Deep understanding of Agile standards and processes.
- Strong interpersonal skills to engage with people at all levels of the organisation and build strong relationships and trust with clients and internal stakeholders.
- Highly effective communication, collaboration and influencing skills.
- Strong leadership skills with a focus on coaching and developing teams.
- Able to communicate a compelling vision and purpose to broader team.
- Sound judgment and logical thinking.
- Maintains trust, respect, cooperation, and positive relationships in all circumstances.
- Familiar with the project developm

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