Portfolio Manager - Service Performance

Brisbane OR Sydney (preferable)

• Unique opportunity to join a leading insurer building capability within the SIAM function
• Leadership role with exposure across the business at a senior level
• Collaborative and supportive team environment, career opportunities

We’re never just satisfied with how things are – because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality.

Welcome to a place where you can chase real progress and drive real change. And that includes your own career. Being a part of Technology at Suncorp means being switched on, endlessly curious and always adaptable. In return, you’ll be supported to bring your own ideas to the table and challenge conventions – with the aim of making life a little brighter, simpler and better for our customers and each other.

About the role:

This leadership role is responsible for the Service Performance portfolio within the Service Integration and Management (SIAM) Centre of Expertise. You will own the capabilities under the Service Performance portfolio such as service management reporting, service level management and service transition to ensure we drive best practice and enhance our capabilities in alignment with industry standards.

To be successful in this role you will have exceptional stakeholder engagement skills at a senior executive level, combined with previous experience as a Service Delivery Manager and good awareness of service transition and other service management capabilities such as incident, problem, configuration and change management.

This is a great time to join Suncorp as we build our SIAM capabilities, enabling you to make your mark on one of Australia’s leading Insurers.

What you’ll do:

• Establish, maintain and embed the SIAM capabilities which are fit-for-purpose to meet Suncorp’s operational requirements.
• Continuous improvement of all capabilities through transparent measurement of performance of all processes with an emphasis on minimising manual effort and maximising data driven improvement.
• Establish, maintain, and evolve the necessary governance frameworks and associated meetings and procedures to ensure all constituents within the enterprise service management eco-system have access to and are governed by appropriate forums and other means as appropriate.
• Analysing, understanding, and continuously managing interdependencies across the Service Providers Groups.
• Working with the Service Delivery Managers to assist with resolution of disputes and manage escalations.

What you’ll bring:

• Ability to lead through direct engagement and influence with strong stakeholder engagement skills at executive level - essential
• ITIL v3/4 Foundations or relevant experience – essential
• A good working knowledge of IT service principles and frameworks including ITIL, process tools (ServiceNow), frameworks, and best practice methods.
• Experience in Partner management and Service Level Management processes.
• Experience in governance of related service management capabilities such as incident, problem, configuration, service transition and change management.
• Experience working in a medium/large complex organisation, with exposure to multi-vendor collaboration and partnership.
• Solid understanding of customer-facing applications and underpinning infrastructure services.
• Strong analytical and design thinking skills with strong reporting experience

What we can offer you:

• Discounts and offers on a range of retail favourite stores as well as insurance products.
• A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer leave, and unlimited paid emergency response leave.
• Invest in your brighter future with ongoing study support and career development programs.
• Give back to our communities with payroll giving, donation matching and paid volunteer leave.
• Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

About Suncorp:

We’re proud to be a part of the Suncorp family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most – while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer obsession and supported at every step of the journey.

For over 100 years Suncorp has been driven by our guiding Purpose – to build futures and protect what matters. To ensure we deliver on that Purpose, we’ve made a commitment, built on trust, empowerment, and flexibility – to help our people unlock their full potential and unleash their best and brightest selves. With the backing and support of some of the most trusted names in insurance, the Suncorp family provides our people with every opportunity to grow their career as they make a meaningful difference for our customers and our communities. We’re excited about what we can achieve together, working every day to be better, do more and realise the future we want to see just beyond the horizon.

If this opportunity sounds like the challenge you have been looking for, please apply online today.

Employee benefits | Suncorp Group

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact melissa.turkington@suncorp.com.au for a confidential conversation.

Advertised: 25 Nov 2024 AUS Eastern Daylight Time
Applications close: 09 Dec 2024 AUS Eastern Daylight Time