Provides leadership, oversight, direction and direct-line accountability for the alignment of the services and solutions backlog with business objectives, design and architecture of solutions, development, implementation and deployment of solutions with the agile framework (planning, quality, backlog management, etc.), management and communication of effectiveness metrics, and management of dependencies with other pillars and departments; full accountability for the end to end delivery of the identified services and solutions, along with coordination of shared services delivery and internal IT processes. Responsible for all deliverables, solutions and initiatives within the services portfolio.
Principal Duties & Responsibilities
Ensure the proper function and health of the agile framework so that it efficiently and effectively will identify, groom, manage, communicate and deliver the backlog appropriately. Responsible for setting direction and for decision making within the pillar delivery structure but will need to ensure consistency of such decisions with the different functions and their objectives with other delivery organizations, other pillars and other departments to ensure alignment and dependency management.
Responsible for setting vision, strategy and objectives for the team to deliver service and solution strategy and event plans for key events; lead the development of team objectives that support key corporate objectives, including the One Digital Aflac business objectives and strategies, and ensure compliance with accepted standards and polices
Oversee the deployment and adoption of Agile and ITSM-based processes and controls to ensure quality, efficiency, security and speed are continuously managed, maintained and improved to meet business objectives within the services organization.
Proactively lead and drives decisions or actions that will have a continuing effect on the quality of output or services to users that consume these services; champion and promote service improvements on an ongoing basis to continually improve quality, business objectives and customer satisfaction; maintain day to day responsibility for the ownership and resolution of service issues, dependencies and initiatives
Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to services to improve metrics; coordinate inter-process changes with process owners
Ensure alignment of services and solutions to business needs; create and maintain the catalog description of existing services offered by the pillar; formulate, agree and maintain an appropriate Service Level Management structure for pillar delivery
Ensure appropriate Operational-level agreements and Service-level agreements are in place to support any new services and solutions; analyze and review actual service performance against SLAs and OLAs
Provide regular reports on service performance and achievement to stakeholders; Review OLA/SLA targets and metrics where necessary; Review third party underpinning agreements where necessary to ensure expected service levels are maintained or improved.
Monitor service delivery milestones, technical status, and critical dates to identify potential jeopardy of delivery schedules; partner with other delivery leaders to identify ways to resolve issues; manages any effects on related services, solutions, products and initiatives (projects)
Develop service and solution strategy, plan, manage and report budget for the services organization;
Review and interpret service performance against operating plans and standards; provide information and reports to subordinates and approve changes in plans; present regular reports on service and operational performance, develop and present matters requiring decisions to key management team members
Performs other duties as required
Education & Experience
Bachelor's Degree and 10 years of professional job related work experience, 5 years management experience or an equivalent combination of education and experience
Eight or more years of managing application development/technical delivery professionals and professional project management experience
Master's Degree preferred
Certification as a Certified Scrum Master (preferred)
Agile leadership, ITIL Foundations, ITIL Service Design, ITIL Service Capability-Service Offerings and Agreements (preferred)
Job Knowledge & Skills
Servant leadership approach, with the ability to motivate and develop teams providing an equal blend of vision, coaching and support.
Service Delivery / Management experience in a complex / large scale internal and external environment
Strong and influential relationship management skills with stakeholders, suppliers, colleagues and users in pursuit of delivering high quality services while maintaining service targets
Applied use of Agile and ITIL Frameworks to deliver process improvement and solutions
Strong analytical skills, and able to make sense of complex and logical problems quickly; effective problem solver with ability to examine and re-engineer processes, procedures and practices; ability to work under pressure and demonstrate resilience to ensure the correct solution is selected with a full understanding of the costs, timescales and risk involved; excellent negotiation skills and the proven ability to manage relationships and adopt a flexible approach where necessary
High level of IT competence with aptitude for learning new technologies and processes with a focus on Agility, ITIL technologies and processes
Ability to analyze a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome; commercially astute – experienced in vendor management and delivery
Strong verbal and written communication capabilities with experience of interaction at executive levels; understands the provision of data analytics and its potential uses in end user experience and automation
Ability to prioritize and plan, balancing priorities and deadlines; strong ownership skills to deliver process ownership, obtaining agreement of and effectively communicating policies across the functional area
Communicates written and verbal complex information and ideas to multidisciplinary stakeholders and is able to explain technical concepts to non-technical colleagues
Action Oriented, Customer Focus, Adaptability, Listening, Ethics and Values, Integrity and Trust
Core Director Competencies
Drive for Results, Building Effective Teams, Developing Direct Reports, Hiring and Staffing, Informing, Motivation Others
Negotiating, Problem Solving, Process Management