Head Of It Service Excellence

OverviewThe purpose of this role is to establish maintain and be hands on in the implementation of exceptional IT Service Operational Excellence in the MUFG Pension Market Services Technology team This role is designed to deliver the client facing IT services strengthen and improve overall IT Service Management through strong leadership in IT Operational Delivery Service Availability Risk Management Audit and Compliance Reporting and Operational Practices with the key focus of Customer Excellence This role will be required to work in partnership with the Global Technology Operations and IT Service Delivery teams to provide outstanding IT Service Delivery improve system uptime deliver meaningful insights through reporting streamline practices and provide an easy-to-follow engagement model for customers and internal colleagues Key Accountabilities and main responsibilitiesStrategic Focus Influence a global team of Infrastructure hosting Azure Cloud Networks Digital Workplace and IT Service Management to drive strategic initiatives Lead customer service excellence delivery and production monitoring across Infrastructure and Operations globally Design and develop a target state service design to continuously improve global IT Service Management Operational estate Operational Management Lead Major Incident triage and resolve issues actively improve processes ensuring clear and timely executive communications Lead IT Operational Customer Success and drive a focus on production stability system up-time and value adding outcomes Support IT Service and Operational Teams to develop roadmaps and business cases to allow successful service delivery outcomes ensuring engagement and collaboration with key stakeholders and the senior leadership teams Support the Group IT budgeting process to provide and support planning models for Group IT planning Develop and deliver controls which have effective policies processes procedure standards KPIs and performance reports Analyse highlights from service reporting to find and fix the lowest common denominator in service delivery to ensure the standards are always increased Identify and effectively manage areas for improvement set new goals and lead teams to exceptional levels to deliver continuous improvement Provide direction and hands-on involvement to streamline and simplify IT Service Management outcomes for customers and colleagues Support and develop team cohesion to bring together a single global IT Service Management team to deliver exceptional IT customer service Ensure that the change management process is clearly communicated documented and understood across all areas of the business Maintain and deliver accurate and timely reporting People Leadership Foster collaborative and supportive relationships with senior stakeholders to drive projects from inception to successful launch Enhance team capability globally with delivery teams spread across Australia India the UK Ireland and other areas Lead develop and motivate local and international team members through sharing and exhibiting best practices coaching mentoring performance management and development planning Collaborate with peers and teams to leverage tools best practice and techniques Governance Risk Oversee and embed risk management practices in all aspects of the Technology Corporate Centre and Operations Teams Develop and implementation service score cards to help each area demonstrate value and track service improvements is a key aspect of 1st level governance reporting Ensure the adherence or escalation of missed governance objectives Identify and manage IT risks ensuring to record mitigate and manage across the IT Infrastructure Networking and IT Service Management function Collaborate with IT leaders to implement risk mitigation strategies and processes The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs Experience Personal Attributes 10 years experience in senior leadership roles with a strong ability to coach and develop teams Relevant tertiary qualification Demonstrated experience working in a Technology function at a senior level Experience working in financial services industry Previous experience in a hands-on IT leadership position Demonstrable ability to manage outcomes in a rapidly changing environment Highly commercial and business focused leader within a growing and changing business Demonstrated ability to use highly developed analytical skills and proven experience in using data to develop insights support decision making and assess value Demonstrated ability to build constructive relationships with all stakeholders Proven ability to problem-solve and provide and deliver creative solutions Strong interpersonal skills and the ability to engage and influence people at all levels of the organisation Proven ability to build strong relationships and trust with clients and internal stakeholders Strong business acumen and experience in managing financials and budgets Previous experience in supporting a culture of innovation and working with teams who have been able to implement technology change which has measurably impacted a business A demonstrated ability to drive process improvement and future success About Us MUFG Pension Market Services is a global digitally enabled business connecting millions of people with their assets - safely securely and responsibly Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets we partner with a diversified portfolio of global clients to provide robust efficient and scalable services purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences A member of MUFG a global financial group we help manage regulatory complexity improve data management and connect people with their assets through exceptional user experience that leverages the expertise of our people combined with scalable technology digital connectivity and data insights About the Team Our hub in Mumbai and Pune has people working from state-of-the-art premises and plays a strategic role by providing operations processing and technology services and support for MUFG Pension Market Services businesses across the globe We are rapidly growing our Mumbai team to build greater capability within the organisation and provide specialised local services supported by the strength and scale of MUFG Pension Market Services global operations and knowledge base MUFG Pension Market Services is building a dynamic client focused caring and inclusive culture that is built on the foundations of an entrepreneurial spirit effective risk management empathy and trust and underpinned by its core values We are an inclusive employer whose people work collaboratively We encourage support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported We know that diversity drives better client outcomes continuous improvement and growth Be part of the MUFG Pension Market Services journey and together we will achieve our full potential We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including but not limited to gender gender identity sexual orientation age ethnicity cultural background physical abilities disabilities religious or political belief marital or family status or carers responsibilities Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension Market Services Successful applicants will be required to complete background screening prior to commencement of employment