Bajaj Allianz - Lead - IT Governance & Service Delivery

Job Purpose:

The job profile of IT governance and service delivery is an important leadership role that is responsible for defining and executing strategies and ensuring the effective management and control of IT services within an organisation. focuses on establishing and maintaining policies, processes, and procedures to ensure that IT services align with business objectives, comply with regulations, and deliver value to the organisation.

In service delivery, one must ensure that effective and efficient delivery processes are in place. And focus on service improvement, call reduction, optimal utilisation of resources, and meet the defined SLAs, TAT, customer delight, and compliance. SPoC for major incidents and in the event of an incident, the person should minimise the impact of incidents on business operations and ensure the timely restoration of services.

Principal Accountabilities:

IT Governance Manager:

1. Developing and implementing IT governance policies, standards, and guidelines that define IT services to be managed, monitored, and controlled. These policies cover areas such as IT service delivery, security, risk management, and compliance.

2. Ensuring that IT services adhere to applicable laws, regulations, and industry standards. Which includes monitoring compliance, conducting audits, and implementing corrective actions to address any non-compliance issues.

3. Identifying and assessing IT-related risks and developing risk mitigation strategies. which includes establishing risk management frameworks, conducting risk assessments, and implementing controls to minimize risks associated with IT services.

4. Establishing metrics and performance indicators to measure the effectiveness and efficiency of IT services. Monitoring and analyzing these metrics to identify areas for improvement and make data-driven decisions to optimize IT service delivery.

5. Serving as the central point of contact for all incident-related activities. Coordinating and directing the efforts of cross-functional teams, including IT Infrastructure, Application development, and other relevant stakeholders, to ensure swift and efficient incident resolution.

6. Assessing and prioritizing incidents based on their impact and urgency. Conducting initial investigations to gather information, determine the severity of the incident, and allocate appropriate resources for resolution.

7. Conducting root cause analysis to prevent recurrence and implementing corrective actions or preventive measures to improve system reliability and stability.

8. Maintaining accurate and detailed records of incidents, including their impact, resolution steps, and lessons learned. Generating incident reports and metrics to measure and report on incident management performance and trends.

Service Delivery Manager:

9. Overseeing relationships with IT vendors and service providers. which includes evaluating vendor performance, negotiating contracts, and ensuring compliance with service level agreements (SLAs) and other contractual obligations.

10. Driving continuous improvement initiatives to enhance the effectiveness and efficiency of IT services. Which includes identifying areas for optimization, implementing best practices, and leveraging emerging technologies and industry trends.

11. Overseeing the end-to-end delivery of services involves understanding the requirements, and establishing service level agreements (SLAs), and ensuring that service delivery meets or exceeds agreed-upon targets.

12. Collaborating with internal teams, such as IT technical support, Core Infra Support, and Application developments, to ensure smooth service delivery. Facilitating effective communication and coordination among team members to resolve issues, mitigate risks, and deliver services within established timelines.

13. Continuously assessing and improving service delivery processes. Identifying areas for optimization, implementing best practices, and driving initiatives to enhance service quality, efficiency, and effectiveness.

14. Monitoring customer satisfaction levels and proactively seeking customer feedback. Conducting customer surveys, analyzing feedback, and implementing improvements based on customer insights to enhance the overall service delivery experience.

15. Developing and implementing an innovation strategy aligned with the organization's goals and objectives. identifying the opportunities for improvement, implementing innovative solutions and emerging trends and technologies, and exploring new opportunities for innovation

Work Experience:

- 10-15 years of work experience in network engineering and IT infrastructure management

- Knowledge of the latest technological trends

- Knowledge of insurance business, products, and the business applications

- Experience of managing vendors