IT Service Manager
, CO, United States
* Provide visible leadership to the team to effectively deliver core IT services to the business.
* Help shape the strategy for the team, secure the buy-in from team members liaising with local and Group IT functions.
* Oversee development opportunities for team members, effectively balancing skills, career aspirations, and business needs across team deliverables.
* People management including coaching, mentoring, development, performance monitoring, feedback etc.
* Oversight of the Incident, Major Incident, Change, and Transition management processes.
* Feed into the Problem Management RCA process and sign off for closure of Problem cases.
* Take the lead on major incidents as required, including effective stakeholder communication and impact analysis.
* Key input to critical business and dashboard reporting including incident volumes, impacts, end user feedback and continuous improvement items.
* Effective planning and management of key deliverables and activities across the team, reporting on a regular basis to senior stakeholders on progress, issues, actions to facilitate prioritisation discussions.
* Direct and influence continuous service improvement items across the team to deliver a more effective IT service for Zurichs business and customers.
* Support any IT control, security, and audit obligations (internal and external) as applicable.
* On a regular basis, work closely with Global colleagues to identify gaps, improvements, opportunities, future demands, priorities etc. and then oversee delivery of these items locally.
* Build effective relationships with colleagues locally (business and IT), globally and with our suppliers.
* Provide key input on internal and external service provider (supplier) performance so that improvement areas can be effectively addressed.
* Stay abreast of internal and external key business issues and priorities to ensure that the team can continue to delivery services effectively against these needs and support the business on transformation and growth journeys.
* Member of the IT Bronze team required to lead IT response in the event of a critical business impact event.
* Strong People Management skills.
* Excellent communication and stakeholder/customer management skills.
* Excellent problem-solving skills.
* Proven track record of dealing with ambiguity and translating into tangible, fact-based information for senior stakeholders.
* Ability to effectively prioritise depending on criticality and business need.
* Ability to network with key contacts internally and externally, and at local and global levels.
* Effective delegation across a team with wide ranging skillsets.
* Ability to forecast workloads and efforts across the team to ensure key deliverables and deadlines are met.
* IT knowledge or knowledge of Zurichs IT estate is critical.
* Continuous improvement mindset, challenging the status quo and constantly trying to improve internal process or services provided to the business.
* Understanding of the ITIL Framework.
* Financial Services Industry knowledge.
* Versed in project governance.
* Knowledge and experience of Information security governance and oversight.
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