Head of Service Integration

RSA Insurance
Dublin City Centre
18 Sep 2018
17 Oct 2018
Job role
Head of Service Integration The Head of Service Integration is responsible for managing IT Service across infrastructure and application services and ensuring these two functions integrate and operate efficiently together. Infrastructure and application services are outsourced to 3rd parties suppliers and this role requires knowledge, management and oversight of these 3rd party suppliers across all SIAM functions to ensure Service excellence and a consistently high level of stability and availability in line with contracted SLA's and RSA internal customer expectations. Our SIAM 'layer' and function is managed centrally and globally a 3rd Party and the role requires interface at this level and management of this layer, across all ITIL processes. Internally this requires engagement with RSA businesses and stakeholders at management and executive level. The role also includes the management of a team of Service Managers who are responsible for specific services and suppliers. The Person You are an experienced IT Service, Outsourcing and Supplier Management professional, customer-oriented and with the ability to effectively multi task on numerous responsibilities. The role requires both diplomacy and decisiveness, and excellent stakeholder management. You should be ready to hit the ground running, learn about our business quickly and take over the reins Service Integration, and interface to customers. You have the ability to provide guidance and advice to our suppliers in order to enhance the quality of delivery to our business customers. The role requires management of both the Head of Infrastructure Service and Head of Application Service, co-ordination between both functions into suppliers and customer, and delivery of reporting, communication and Governance engagement. The role is fundamental to provide assurance that our supplier can deliver SIAM and manage service in a regulated environment. You will be familiar with, and have extensive experience with a highly outsourced and vendor supported-environment from a service management, commercial and delivery perspective, including cross vendor performance and SLA's. Duties Management and oversight of all IT service management, infrastructure and applications. Management of the 3rd party environment, RSA SIAM responsibility and engagement with our SIAM supplier on all ITIL and SIAM functions. Primary internal contact point for the business regarding any IT service management issues, executive and management engagement. Internal and external Governance management and oversight of the relevant components of a Governance model including escalations, risks, issues and resolution of same. Involvement in, and support for, high priority Incidents, Problems, Changes and Service Requests. Development of our cross vendor joint operating model and improvement of same. Service integration Owner of IT Service Integration Assessment of all new services being rolled into the Production environment Management reporting, tracking, meetings and support of RSA's company wide Annual Operating Plan Primary control point for audit activity and resolution of issues or actions relating to same. IT risk identification, mitigation and management. Reporting and presentations on the status of IT services. Policy ownership for RSA Group IT Policies. Skills & experience Extensive experience in a relevant IT Management role (10 years+) Strong influencing and interpersonal skills with proven ability to establish relationships at a Senior Management and Executive level Exceptional customer relationship management skills with a strong customer focus Proven track record in oversight of ITIL process (such Incident, Problem and Change Management) Excellent communication skills with the ability to explain technologies to business representatives and business requirements to the technical community. Strong analytical and problem-solving skills. Previous experience in Vendor relationship and Supplier management. Essential Competencies Continuous Customer Focus Developing Peer relationships Excellent Interpersonal, Organizational and influencing skills. Results Oriented with a view to Continuous Improvement and Efficiency Strong and focused Oral / Written Communications. Problem solving abilities Technical competencies ITIL Processes and ITIL certification Strong IT Infrastructure knowledge Knowledge of LAN/WAN/Telephony and how this supports a Datacentre environment RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status