Head of Service Integration

4 weeks ago

Stirling, United Kingdom M&G plc Full time

At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve our vision we’re looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

The Head of SIAM will oversee the delivery and integration of Technology Services delivered through M&G internal organisation and strategic partners. The role holder will have a significant role to play in establishing, managing and growing the relationship with strategic partners whilst ensuring compliance with centralised policy, standards & governance obligations.

Responsible for building and maintaining the Service Integration & Management Operating Model that defines and operates end to end ITIL based Service Management processes (Change, Incident, Problem, Configuration, Reporting, SLA Management, Business Relationship Management, etc) consistently across all M&G Technology and provides enhanced support for Exec and Front Office personnel. As the business continues to grow, the Head of Service & Integration Management will successfully and sustainably scale the Technology Service & Integration Management function.

Stability & reliability in our Technology services supported by mature processes and clearly outlined compliance & governance frameworks will lead to reinforced business trust and establish Enterprise Technology Service & Integration Management as the heartbeat of Technology Service Provision, delivering End to End Service Management & Support and creating a SIAM(Service Integration & Management) multiple supplier model.

The Head of Service & Integration Management will specifically be responsible for:

- Service Design: Creation of Service Catalogue, SLA Management, Service Reporting, Supplier Service Performance, Policy Standards & Assurance, Risk & Controls
- Service Transition: Change Management
- Service Operations: Incident Management, Major Incident Management, Problem Management, Business Continuity & Service Desk. Vested interest in a clearly defined owner with accountability for Capacity Management, Event Management & Demand Management
- Business Engagement: Business Engagement, Service Relationship Management, Tailored Employee Technical Support for Exec and Front Office
- Engagement and Innovation roadmap linking with ServiceNow Platform: Platform Strategy, Design, Development and management.

The role holder must have experience of providing guidance, expertise and recommendations to senior and executive leaders with the ability to drive a culture of continuous service improvement underpinned by measures that deliver actionable insight and improvement taking account of the business perspective.

The role holder will be expected to be proactive, forward thinking and strategic working in an influential and collaborative manner right across the M&G organisation, therefore, the ability to build and manage complex relationships will be key to the success of the role.

Purpose statements:

- To lead, define and oversee the implementation of an ITSM SIAM Strategy that is industry standard and Best in Class creating a robust governance & ISO2000 standard value proposition for M&G Prudential business.
- To create and deliver standard, consistent ITSM policy, process and procedures that harmonise IT Service & Integration Management across M&G and promote value to the business
- To lead and set direction, where necessary mandate, the operating “rules of the road” for these policies, processes and procedures and provide effective reporting on IT performance that can be used to create insight and drive action
- To establish, develop and lead multi-functional and skilled internal teams and IT partners/suppliers that will drive delivery at pace, deliver consistent high quality reliable services and provide appropriate mechanism for capturing and managing IT issues arising across the M&G organisation, providing oversight, challenge, reporting and escalation
- As a member of the Corporate Functions Leadership team, to contribute to overall strategic and operational management of Enterprise Services driving continual evolution to meet both the needs of the business today and the emerging needs of the business tomorrow
- To work collaboratively with colleagues and take personal accountability to maintain and enhance controls to support improvement of the overall control environment, customers outcomes and a reduction in Technology operational risk

Knowledge statements: Provide detail on the k

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