Application Service Management Lead

Wells Fargo
London, United Kingdom
16 Jun 2022
16 Jul 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
About this role:

This position is responsible for ongoing availability and performance of application services being delivered by the outsourced service providers. In addition, this role will support the EMEA IT Service Manager ensuring effective oversight and management of outsourced application services ensuring service delivery is in line with agreed SLA's and KPI measures.

In this role, you will:

Incident, Problem & Change Management
  • Manage appropriate IT Incident and Problem Management processes with authority utilizing technical and business resources as necessary, including participating in major incident calls and sending executive-style communications to IT and Line of Business leadership.
  • Provide root-cause analysis for IT problems and proactive trend analysis of IT incidents to identify corrective and preventative measures.
  • Act as an escalation point for leadership and key business partners.
  • Oversee regional operational processes for incident, problem and change management activity for Application services that impact regional lines of business.
  • Maintain appropriate KPI's to measure success of the incident, problem and change management processes, trend analysis reports of recurring incidents, monthly metrics on outages and major incidents as mandated in our state reporting requirements. Other reports as required
  • Working closely with management, implement initiatives that will improve process effectiveness and customer experience.
Service Management:
  • Be responsible for the ongoing maintenance of outsourced application services (initiating changes to SLAs, updating service descriptions/KPIs, facilitating completion of new service forms/risk assessments).
  • Develop and maintain key relationships with Enterprise Technology Application Service Management partners.
  • Lead in the continuous improvement of existing processes and standards relating to the delivery of outsourced application services.
  • Information sharing - participate in regular Intercompany Service review meetings and disseminating relevant information, communications, and training when required.
  • Conduct periodic reviews of the service provision with outsourced service providers within Enterprise Technology, involving key business stakeholders. Review of monthly KPI's and conduct targeted discussion relating to KPI breaches, service performance, incidents, and corrective actions.
  • Continuous improvement of KPI's and service governance framework
  • Support EMEA Legal Entities enabling them to demonstrate how they maintain effective oversight of outsourced services
  • Where needed, establish, and maintain Standards, Policies and Guidelines relevant to outsourced application services, particular focus given to incident, problem, and change.
Service Delivery:
  • Oversee the effective delivery of application services provided by outsourced service providers in Enterprise Technology.
  • Own and manage service Interruptions and lead major incident management on behalf of the EMEA Technology team, working closely with Enterprise Technology & external service delivery partners
  • Using the KPI's, incident data and enhanced relationship, identify gaps in service delivery (i.e., operational constraints due to US centric End of Day batch processing, calendars, systems of Record update timings) and agree continuous service improvement plans and Change the Bank (CTB) opportunities.
  • Strengthen Run the Bank (RTB) - Change the Bank (CTB) pipeline using KPI and performance management data.
  • Strengthen partnerships with key outsourced service suppliers.
  • Participate in Operational Resiliency and Enterprise BCP event coordination for application services.
  • Contribute to BCP/Disaster recovery events and related simulation exercises.
  • Support application service delivery as a subject matter expert with on-the-ground operational experience and application knowledge.
  • Ensure all technology solutions are delivered (operational acceptance) in alignment with Wells Fargo Enterprise Technology Standards and Wells Fargo Enterprise Information Security, Regulatory and Compliance Policies, as part of the Software Delivery Lifecycle
Required skills and Qualifications, International:
  • Service focus. You know how to see the bigger picture and can drive to get the best business outcomes within the underlying Technology services
  • Service Management Framework knowledge. You have a recognised Service Management Framework qualification, e.g. ITIL
  • Service reporting. You can leverage your data analytics skills to enhance business performance. You can see the patterns and trends within the data and translate this into meaningful reporting for consumption across Technology and for business partners
  • Business Continuity & Operational Resiliency. You have a good understanding of BCP & resiliency planning within a Technology Infrastructure team, you can plan and deliver BCP events and exercises and represent Technology in major incident management
  • Business analysis (IT operations). You can lead investigative work into problems driving the collection of information and creation of recommendations for improvements. You know how to absorb large amounts of conflicting information and use it to produce solutions.
  • Continual service improvement. You know how to analyse current processes, identify, and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements. You help to evaluate and establish requirements for the implementation of changes by setting policy and standards.
  • Ownership and initiative. You can take accountability of issues that occur and be proactive in searching for potential problems. You know how to achieve excellent user outcomes.
  • Relationship management. You know how to influence stakeholders and manage relationships effectively. You can build long-term strategic relationships. You know how to facilitate and deliver business outcomes.
  • Strategic thinking. You can define strategies and policies, providing guidance to others on working in the strategic context. You know how to evaluate current strategies to ensure business requirements are being met and exceeded where possible.
  • Technical understanding. You have solid experience of Investment banking technologies and services and you understand core technical concepts related to the role and can apply them. You can coach and mentor members of the team and help guide their work to prioritise key initiatives and tasks effectively.
  • User focus. You know how to collaborate with and represent users internally. You understand the difference between user needs and the desires of the user.
  • Communication. You can communicate effectively at all levels and are able to articulate complex technology problems in fluent and succinct business language.
Job Expectations:
  • This role is required to work flexibly and may include weekends to cover planned operational events and issue management. This is an on-site role requiring the person to be in on-premises (in our business office) during working hours.
We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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