Senior IT Service Manager, Service Validation and Testing

Unum Ireland Limited (Carlow, Ireland) 12 days ago
Job Posting End Date: 12/20

Unum Carlow is an ambitious, innovative Technology Centre working as a global team to drive digital transformation. Unum is one of the world's leading employee benefits providers, helping millions of people gain affordable access to benefits that help them protect their families, their finances and their futures.

Are you an asker of questions, a solver of problems, and a challenger of the status quo? Our mission is to provide a differentiated customer experience and exceed the expectations people have of technology at any company — not just insurers. 

We are seeking individuals to join our team of talented IT professionals who share never-ending passion and an unwavering focus on our customer experience. Team members comfortable working in an agile, fast-paced, and delivery-focused environment thrive in our environment where we value an entrepreneurial spirit and those who challenge the status-quo.

Unum is changing, and we’re excited about what’s next. Join us.

General Summary:

The Senior IT Service Manager position contributes to strategic decisions related to external 3rd party supplier operations. They are responsible for providing exceptional support to the Director of IT, AVP, or other IT leader in ensuring the overall service supplied by internal Unum Group IT functions effectively and external 3rd party suppliers operate to the expectation of the published services. This role requires an experienced Test Manager to lead an initiative in the post implementation validation space.

The SRITSM is seen as being a strong and credible technical subject matter expert within their area of responsibility which includes but is not limited to: Change, Incident, Release and Problem Management.

The SRITSM will also provide technical expertise to and will run medium to large complex projects. This position consults with other technical and business applications’ personnel to acquire, provide or influence technical direction.

The role acts as a liaison between the business and agreed IT functions for the successful delivery of service and change. The role will enable delivery of high-quality service to customers and to ensure service support and delivery processes are in place to meet business needs. The position will also be involved in the development and execution of short-term and long-term plans to ensure that we maximize the quality, service and cost of our external 3rd party relationships.

This position can plan, prioritize, and drive the IT team to achieve high standards of delivery. This position can function independently and make effective decisions. The SRITSM acts as a mentor and regularly provides guidance, training and oversight to less experience staff members.

Principal Duties and Responsibilities

  • Leads cross functional medium to large complex projects.

  • Leading a small team of test engineers.

  • Implements the test strategy and defines the test scenarios.

  • Actively contributes to short-term and long-term strategic planning around external 3rd party relationships.

  • Implements a Universal Automation framework.

  • Maintenance of designed test suite and scripts.

  • Works with projects, the business and internal/external IT service providers to develop Service Level Agreements (SLAs) and Operational Support models when new services are delivered or reviewed.

  • Acts as the service integration point for service providers for Operational Readiness when operational changes associated with services are required.

  • Champions service and support in projects and develops a strong understanding of projects impacting service areas and ensures service impact is minimized.

  • Accountable for the quality of service and performance; ensures future demand from growth and projects is understood and factored into capacity plans for all associated systems.

  • Drives internal and 3rd party service review meetings covering performance, service improvements, quality, and processes. 

  • Has a detailed understanding of the service construct and critical metrics (SLAs, KPIs, etc.) to evaluate and review service performance and technical information provided by the service suppliers.

  • Has responsibility for the smooth implementation of change into the production environment by ensuring ITIL disciplines are followed.

  • Responsible for Defect Management and Reporting.

  • Works closely with other enterprise service delivery areas; has responsibility for managing any priority incidents, including communication to the business, and driving root cause analysis and resolution to ensure continued and improved service.

  • Has the skills and ability to assess service health and bring together relevant parties to resolve service impediments impacting service performance.

  • Provides meaningful reporting as agreed with the business to track service delivery and identify areas for improvement.

  • Ensures service delivery through planning and prioritization activities with their team, the business, PMO, and internal/external IT service providers.

  • Acts as the primary point of contact for the business groups to agreed IT functions, and vice versa.

  • Makes recommendations for service improvement plans and ensures actions are followed through to completion in a timely manner.

  • Works with internal and 3rd party teams to ensure actions are taken and completed to protect and improve services.

  • Provides regular and accurate management reporting on IT service performance.

  • Mentors, coaches, and inspires lower level team members to higher levels of performance.

  • Acts as an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure an effective dialogue exists between departments.

  • Drives continual improvement for capabilities and the delivery of services across IT teams in their functional area; ensures a cohesive, high quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service.

  • Coordinates closely with other Service Delivery Managers across the group to ensure consistency of services and ITIL disciplines across the enterprise.

  • Manages sensitive information.

Job Specifications

  • Bachelors degree in computer science, or relevant technical experience.

  • Has 6+ years experience in an IT field, or equivalent relevant work experience.

  • Experienced Service Management professional.

  • Has expert knowledge of ITIL disciplines.

  • ITIL qualified.

  • Experience with tools such as Selenium, Specflow/Cucumber, Appium.

  • Able to effectively coach, mentor, and lead team(s).

  • Has previous experience as a Team Lead or experience in leading virtual teams.

  • Demonstrates excellent project delivery skills.

  • Has experience of managing 3rd parties and 3rd party delivered services.

  • Has experience in service management or support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.

  • Demonstrates excellent customer facing service skills.

  • Has excellent written and verbal communication skills at all levels of contact and in a wide variety of situations.

  • Uses strong technical background and understanding to present and discuss technical information in a way that establishes rapport and sustains credibility with IT.

  • Has excellent problem solving, collaboration, influencing, and conflict management skills.

  • Has service delivery experience when the service is constructed of multiple sub-services provided by multiple suppliers. e.g. Cloud (public, private, & hybrid).

  • Demonstrates strong application development partnering skills

  • Has an excellent understanding of Agile/Lean leadership principles.

  • Has a passion for service improvement.

  • Willing to support and mentor junior staff.

  • Able to work under pressure and meet deadlines.

  • Able to demonstrate a high degree of flexibility including shift and out of hours working.

  • Has excellent organizational skills.

  • Self-motivation and able to take responsibility.

  • Able to manage and prioritize and tasks and time efficiently.

  • Able to demonstrate initiative and a proactive approach to daily tasks.

Unum and its family of businesses offer competitive pay and an excellent benefits package, world-class training and development, and a culture built on employee ideas. Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to person’s race, religion, national origin, age, disability, marital status, family status, membership of the travelling community, gender or sexual orientation. Come join us if you’re interested in working in an exciting and challenging environment for a company that is on the move!



Senior IT Service Manager, Service Validation and Testing

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