Service Delivery & IT Process Lead

OVERALL FUNCTION

• The role and responsibility of a Service Delivery Manager covers two areas.
  • The Delivery responsibility for local initiatives that are not prioritised by WB Tech.  He/She will build the business case on such local initiatives and work with Product owners to prioritise the effort and investment, to bring the stories into production. Governed by Agile framework and techniques to ensure cross functional dependencies including impediments are managed and prioritised
  • To lead and responsible for IT Processes aligned with global framework, local addition due to regulations and local IT assets.

KEY RESPONSIBILITIES

Service Delivery

• Local stakeholders / Sounding Board
  • Responsible gatekeeper for stories from Sounding board and WB Tech.
  • Work with respective Product Owner (PO) to define the roadmap for any given product and translate it into user stories. While the product owner is concerned with the vision, the delivery manager is concerned with making it happen.
  • Work with PO to lead the collaborative, dynamic planning process – prioritising the work that needs to be done against the capacity and capability of the team
  • Prepare documentation to support prioritization and investment.  Manage the approval process including the coordination for a support agreement.
  • Provide regular updates to Sounding Board including impediments management.
  • Overall responsible on IT risk management of the local initiatives
  • Establish, monitor, report and manage the Service performance via agreed KPI’s and agreement.
  • Working with relevant team members and other teams ensure and monitor service quality for the assigned technology programs, services, and products, ensuring compliance to policies and regulations.

• User Experience
  • One of the key success factors in local initiative is to increase Customer and Employee experience on Tech services. 
  • Work closely with the product owner to define these measurements and track the value brought by the local initiatives. 
  • Fail faster, learn and improve.  Able to analyze quickly when local initiative is not working and provide facts to local stakeholder to take the decision.
  • Provide inputs on global Tech projects with local environment preferences and limitation.
  • Established “End to End” survey on user experience.
  • Establish newsletter to share with wider community.

• Relationship Management
  • Supporting and influencing local stakeholders in order to achieve team objectives. Monitoring compliance with the Bank’s Minimum standards and local regulation.

• Continuous improvement
  • Develop a Continuous Delivery process on local feedback loop.
  • Establish a Dashboard for transparency to all users
  • Bring ideas and best practices from external market and other industries.
  • Review of the services, including planning for service growth, operational risk, control assessment where required.

IT Process Lead

• Overall responsibility for the IT process for internal and external requirement in the Asia.
  • Responsible for creating and maintaining IT Processes – ITIL and Lean.
  • Align the process with Head office based on Organisation, Technology (tooling) and local regulatory requirement.
  • Ensure that all IT teams are following the process framework.
  • Establish and monitor performance objectives including making sure the processes are up to date.
  • Act as regional SPOC for overall IT process issues
  • Identifying existing processes within the business unit and assessing their efficiency, effectiveness, and alignment with the organization’s goals.
  • Collaborating with various teams, departments, and leaders to understand their needs and ensure successful adoption of process improvements and initiatives.