Itsm Manager

3 weeks ago

Wellington, New Zealand Resolution Life Full time

At Resolution Life, we are resolutely committed to protecting the financial futures entrusted to us.
For customers, advisers, companies and the industry, we are making an impact worldwide.
Resolution Life is a global life insurance group focusing on reinsurance and the acquisition and ongoing management of portfolios of life insurance policies.
Resolution Life Australasia manages ~$30 billion in assets, services over 1 million customers with superannuation, investments and life insurance policies, and has over 1000 employees across Australia and New Zealand.
Why us?
We are committed to providing our customers with peace of mind that their life insurance, superannuation, and investment policies are in safe and trusted hands for the long term, through providing quality investment management, competitive premiums and excellent customer service.
We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment and have a contemporary 100% cloud-based technology offering.
The Role
As the IT Service Manager, you'll work as part of our Integrated TechOps squad, reporting into the Chapter Lead. This role will focus on delivering and reporting on ITSM and Workplace related services and includes being the Technology risk contact across Australia and New Zealand.
Some of the things you will be accountable for include:
Manage the IT service management (ITSM) processes and tools, ensuring alignment with ITIL best practices and business requirements.
Oversee the maintenance of workplace solutions, including end-user devices, collaboration tools, and AV/VC.
Act as the local business ITSM contact.
Develop and monitor key performance indicators (KPIs) and service level agreements (SLAs) for ITSM and workplace services, ensuring continuous improvement and customer satisfaction.
Manage Workplace service budget, vendors, contracts, and procurement activities, ensuring cost-effectiveness and compliance.
Collaborate with other IT teams and service providers to ensure timely and quality delivery of workplace services and solutions.
Establish and maintain effective communication channels with internal stakeholders, technical teams and service providers.
Be available for after-hours on call support for major incidents as per ITSM process.
What you bring:
Several years of experience in IT service management / workplace service delivery, preferably in a large and complex organisation.
Proficiency in service level agreement (SLA) management, with the ability to define, monitor, and report on key performance indicators and quality metrics for governance services.
Familiar with IT Service Management framework and best practices, able to deliver quality services across multiple vendors and platforms.
Experience in managing major incidents: Capable of handling complex and urgent incidents that affect business continuity, coordinating with stakeholders and resolving issues promptly.
Familiar with the local compliance and regulatory environment.
Experienced in working with different vendors and service providers, managing contracts and SLAs, and fostering collaboration and communication.
Skilled in using ServiceNow as a service management tool, creating and tracking tickets, generating reports and dashboards, and documenting processes and procedures.
Critical Skills
At Resolution Life, we have identified the following critical skills which are key to success in our culture:
Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
What Will We Do For You:
Our culture underpins our values and guides our decision making. It's also what makes Resolution Life a great place to work.
Resolution Life Australasia supports virtual working, and our enduring primary place of work continues to be "virtual" with the physical office and home office used interchangeably. We recognise that our workers can contribute and connect equally regardless of where they are located, and we have seen and experienced the wellbeing and benefits that come from working at home. This means some of us work at home most of the time, in the office most of the time or a balanced mix.
Every day is an opportunity to grow – and we hope to offer our people a career, not just a job.
The learning and development opportunities we offer include supporting the completion of executive-level short courses, access to leading online learning tools, on the job training, and mentoring by highly experienced business leaders.
Before commencing employment in this role you will need to provide two references, full working rights and complete police and credit checks through an online provider.
As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at ******.

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