Mandate: The Director, Operational Excellence, TPS Technology is accountable to perform the following activities across the key functions listed below:
1) articulate TPS specific strategies and business requirements 2) design and implement TPS processes in conjunction with enterprise teams 3) collaborate with enterprise teams to execute key functions for TPS 4) provide governance over-sight on behalf of TPS across the key functions 5) manage the business interactions, communications and reporting across the key functions for TPS:
Incident Management (e.g., managing engagement between MIRT and business incident management forums)
Change & Configuration management
Contingency Planning, BCP and DR
Continuous Service Improvement
Vendor service management
Shared service management
Process development and governance
Service reporting and communications
Representative for TPS Tech to risk and regulatory bodies
Governance of controls for IT service management functions
Given that many of the above key functions are also managed at the enterprise level (e.g., enterprise change management and change review boards), the Operational Excellence role for TPS Technology will involve significant collaboration and coordination across the broader Technology team. More specifically, given the criticality of the TPS business where customer and business expectations often exceed those of other business services / applications, the Operational Excellence role will serve as the "advocate" for the TPS business and will ensure that TPS requirements are appropriate embedded and executed across key enterprise functions / processes.
The role will report directly to the CIO for TPS Technology and will be a member of the TPS Technology leadership team.
Engage with TPS business leaders and the TPS Technology Lead Technology Officer (LTO) teams to understand strategies, priorities and requirements for the key functions listed above.
Design, adapt, implement and oversee the processes across the key functions listed above to ensure they address TPS requirements.
Collaborate across the enterprise to ensure that TPS requirements are appropriately addressed in enterprise practices, processes, tools (e.g., Service Now, Dynatrace, etc.) and structures.
Clarify, align and address any gaps in accountabilities across the enterprise to ensure the fulfillment of TPS Operational Excellence.
Serve as the interface between the TPS business leaders and the broader Technology team regarding operational service delivery. Manage all business interactions, communications, and escalations.
Manage the SLAs, engagement, interactions, reporting, escalations, etc. with external vendors in support of TPS service delivery.
Manage the "playbooks" and underlying strategies, plans, processes, communications, etc. that support Contingency Planning, BCP and DR.
Partner with the TPS business leaders and sales teams to address customer concerns re: Technology service delivery (e.g., following incidents / outages).
Design, produce and communicate service reporting to the TPS Business Leaders that effectively communicates the performance of Technology service delivery.
Review, update and improve processes, practices, tools, structures, etc. with a focus on Continuous Service Delivery.
Experienced in and expert knowledge of ITIL processes (e.g., incident, problem, change, etc.)
Strong process orientation with experience in reengineering and optimizing complex enterprise processes
Experienced in providing Operational Service Delivery in support of critical business services
Experienced in managing multiple large technology vendors in support of operational service delivery
Knowledge of business banking, treasury applications, and payment systems considered a strong asset
Exhibits expert understanding of the Software Development Life Cycle (SDLC) (including emerging trends in DevOps / Agile), Quality Assurance requirements, and software development control and release procedures
Possesses a university degree/college diploma in applied technologies and/or 10+ years' experience in Technology service delivery within a complex and business critical environment
Experienced in managing teams effectively by building short, medium and long-term operating plans to achieve the business goals; making revisions to plan as necessary to deliver exceptional results
Demonstrated ability understand the business and understand the work to simplify work processes and improve productivity within teams while maintaining focus on the customer; support effective relationships across work groups to eliminate road blocks and drive greater results; solicit feedback from employees about improvement opportunities and other changes that will add value to the business
Demonstrated ability to manage the day to day activities of teams effectively to maximize performance and output, and build a high-performing team; set and communicate clear goals for employees; coach and provide performance feedback to hold employees accountable for the outcomes they achieve and how they achieve them; apply performance management approaches with employees including building development plans and recommending changes to base and variable pay
Experienced in attracting, developing and aligning talent across an organization to support the achievement of business goals and employees' career goals; building a culture that motivates employees to do their best work
Experienced in performing required regulatory & risk oversight and governance for a business group/function; identifying, managing and mitigating current and emerging risks; supporting the development of a risk management mindset in all employees
Service orientation with a focus on delivering to customer and business expectations that enable the achievement of business strategies and objectives
Strong influencing and negotiating skills with the ability to build and maintain effective working relationships
Demonstrates advanced relationship management and coaching skills
Possesses strong communication skills, both written and verbal
Is able to translate broad, strategic intent into short term plans
Possesses an expert ability to manage multiple concurrent initiatives that will be high in complexity and of strategic importance
Is capable of resolving diverse, complex, and ambiguous issues and situations
Is able to manage change
Is able to work independently demonstrating initiative and strategic thinking
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