Manager IT Operations and Service Delivery, IRE

Unum Group (Carlow, Ireland) 16 days ago
Job Posting End Date: February 25

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:

This is an entry-level management role and individuals in this role will manage a small to mid-size team of IT professionals working within IT infrastructure and DevOps.

The role is responsible for achieving the services delivery commitments of the team. They work to maximize the effectiveness of the team and takes actions to increase performance of the team. They develop, mentor and coach team members while promoting and facilitating their professional development and ensures plans are in place to elevate the performance of the team. The individual is seen as being a strong and credible technical subject matter expert within their area of responsibility which includes but is not limited to the ITIL practices and systems engineering.

The role 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.

Principal Duties and Responsibilities

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

  • Is responsible for, oversees and evaluates the overall delivery of the team and acts to address issues when necessary.

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

  • 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.

  • 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.

  • 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.

  • For Infrastructure and Operations teams, ensures that we benchmark against associated services to keep service delivery and support at an appropriate cost.

  • Mentors, coaches, and inspires team members to higher levels of performance. Ensures development plans are focused on enhancing skills and expertise needed within the team. This includes 1-on-1 situational coaching towards results, experimentation and learning.

  • Identifies and promotes pairing/cross training opportunities to enrich the expertise of the team and limit constraints or deficits of specific skills across the organization.

  • Conducts regular reviews of each team member’s plan and ensures the team member is progressing and addressing skill development needs. 

  • 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.

  • Must be On-Call as needed

Job Specifications

  • Bachelor’s degree in computer science, or relevant technical experience

  • Has 8+ years’ experience within IT Operations and Service Management, or support in a large-scale and diverse environment of incident management, network operations, escalation procedures and related disciplines.

  • Has expert knowledge of ITIL disciplines and ITIL qualified.

  • Knowledge of Site Reliability Engineering (SRE)

  • Has previous experience as a people manager or team Lead, can effectively coach, mentor, and lead team(s)

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

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

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

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

  • Has a passion for service improvement

  • Demonstrates excellent project delivery and organizational skills

  • Able to work under pressure and meet deadlines

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

  • Able to manage sensitive information

  • Self-motivation and able to take responsibility

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!



Manager IT Operations and Service Delivery, IRE

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