IT Operations - Project Management Lead

Overview

The Portfolio Assistant Manager, in close partnership with all departments in Group IT Operations (i.e., Architecture & Governance, End User Technology, DevOps, Cloud Operations, Network Services, Service & Asset Management, Data Center Platform Operations, Automation Engineering and Group IT Operations Finance), coordinates the effective and efficient operation of the portfolio management practices and primarily provides support for assurance that infrastructure operations support services provided by Group IT Operations meet committed Service Levels.

Responsibilities

• Ensure operational performance and delivery assurance for small BUs
• Function as the liaison between BUs and Group IT operations delivery teams, e.g., CMS, IPC, etc.
• Provide support in terms of overseeing and managing various Group IT Operations related initiatives for small BUs
• Monitor service level performance
• Review and update service level performance data at the Business Unit (BU) level and across the organization
• Assist in the preparation and analysis of performance data for service levels
• Meet with Service Delivery teams (CMS, SAM, O365, others) to discuss ongoing performance and any issues that arose
• Review preliminary reports on service level performance and progress towards improvement plans
• Manage service level expectations
• Collect and review feedback from Business Unit CTOs regarding service delivery
• Coordinate with Business Units to ensure alignment with their specific business objectives
• Coordinate with Group IT Operations and key stakeholders to address any immediate issues or concerns
• Respond to queries from Business Unit CTOs regarding service assurance and performance metrics
• Participate in service delivery reviews at both BU and aggregate levels
• Participate in governance meetings to discuss key measurement areas and metrics
• Prepare and update reports for Group IT Operations Steering Committee Meetings and CTO Engagement Meetings
• Monitor LBU TDA SteerCo meetings and support business cases, benefit tracking, and lessons learned
• Oversee service level contracts and enhancements
• Manage changes in scope, service level metrics, charges, and other contractual elements
• Ensure alignment of services delivered with contractual agreements, scope, service levels, and regulatory requirements
• Assist in the Tech Academy Program by providing necessary support and coordination
• Provide support for ad-hoc service assurance tasks as needed
• Oversee demand planning for new or improved services, including projects and requests for service (RFS)
• Provide regular updates on progress, status, risks, issues, and dependencies

This position does not have any budgetary or financial control responsibilities. The role is focused purely on individual contributions and does not involve managing or overseeing any financial aspects or budgets.

Non-Financial Measures of Success will include, but are not limited to, the measures defined and agreed with the Director of Group IT Operations and Head of Group IT Operations. Other measures (to be agreed in advance) may be applied as seen appropriate.

This role is part of the PMO Portfolio function, under the leadership of Group IT Operations. It is an individual contributor role, working closely with other Senior Portfolio Managers and Portfolio Managers.

Comfortable interacting with fellow colleagues, up to senior members of the management team, and comfortable engaging under day-to-day operations. Interactions with (including prospective) third-party organizations (through to delivery level) are conducted in partnership with AIA to successfully deliver portfolio initiatives.

Education

Experience

Skills

Linguistics skills

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