Expert Lead Service Delivery Management

At a glance

Are you willing to ensure 24/7 availability and security of ABN AMRO’s IT services by leading Service Delivery Management teams and fostering cross-functional collaboration between Dev Ops, Platforms & Technology, and CISO teams? Are you able to drives a positive, proactive culture while maintaining robust IT performance and compliance? Then please read further!

Responsibilities

The key motto you apply is ‘’what it takes’’ combines your content rich strategic vision with your very strong and proven execution power to ensure our bank is always on & always ready. In your domain as Expert leader for Service Delivery Management you have the following main responsibilities:

• Service Delivery Management and
  
  Cross-Functional Collaboration:
  
  Provide oversight and direction for service operations through Service Delivery Management (SDM) teams, Service Managers, and the Operational Control Center. Continuously monitor and resolve issues affecting end-to-end IT performance and availability on a 24/7 basis. Foster effective collaboration among Dev Ops, P&T, and CISO departments to ensure continuous system availability, operational readiness, and robust security. Exercise decisive leadership during major incidents or emerging threats to ABN AMRO IT in alignment with the Control Tower step-in provision as defined by the Target Operating Model.
• Process Optimization:
  Partner with Dev Ops teams to enhance operational processes, emphasizing agility, usability, effectiveness, and improved outcomes.
• Compliance and Governance:
  Ensure full compliance with Daisy, OSI, and DORA regulations, providing guidance on legislative matters while advancing Service Delivery Management and Service Management within the Control Tower governance framework.

How you do this?

You use a coaching style to manage specialists. You are able to be guided by data, facts, and output. You are outcome oriented and able to exert influence in several ways to achieve the desired result, change or improvement. You are able to motivate and inspire others. You focus on communicating clearly and transparently, which ensures you convey your message without ambiguity.

You are open to the opinions of others and turn this to your advantage. You have a broad, general interest in your discipline. You have a full understanding of the specialists and their expertise and are a valuable discussion partner.

You are able to compose and drive a strategy into execution and ensure that the experts are delivering against the committed plan. The roadmap and committed plan is the driver of the success of the team, while balancing the right level of creative journeys to be innovative.

What you do

As an Expert Lead, you know how to bring your vision to life and enable sustainable change. You find the right balance between the organization’s strategy and your expertise. You work at a level that goes beyond your department and are able to use your influence to bring about change. You manage subject‑matter experts who have their own area of responsibility.

You look after the interests of your department in dealings with internal and external stakeholders. You enable the experts in your team to be the best they can be and to bring out the best in each other. You implement new ways of working that are appropriate for the situation. You guarantee a positive culture. Everyone supports and promotes the associated values.

Your team is committed, motivated and capable of achieving objectives.

You excel in execution power, which ensures that strategic plans are not just theoretical but are translated into actionable and measurable outcomes. You drive operational efficiency, ensuring that IT services are consistently available and compliant. You ensure you and your teams are content rich, building and delivering the roadmap into the future. Next to this, the operational results and availability of the IT services for our clients and colleagues are pro‑actively managed and secured.

Expected results

• Always on, always ready IT Services for our clients and colleagues. Recognized for the ‘what it takes’ mindset, this role contains 7x24 hours role (in ROTA).Availability and…