Senior Manager, ABM Deployment Strategy BB

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Purpose of the Role:

The Senior Manager, ABM Development & Strategy is responsible for all ongoing development, day to day availability and maintenance activities associated with the Bank’s ABM infrastructure, new hardware and software. This includes making recommendations to the Director, Cloud, Infrastructure & Architecture on strategic initiatives and providing recommendations on budget requirements that affect the ABM channel. The incumbent will lead and coordinate of a team and will be responsible for the management of the oversight operational readiness, management of vendor relationships, preparation of periodic reports on the utilization and performance of ABMs and manage the execution of the maintenance programmes needed to service and support the network in accordance with the Bank’s standards. The incumbent will also be responsible for resolving escalated issues arising from the operation of the machines and those which require coordination with other departments. The Senior Manager will also be required to keep informed of new developments, and new technology / ideas that would affect the ABM system / infrastructure. In addition, the incumbent will be responsible for implementation of governance and continuous service improvement of technology incident, problem and IT change management implemented through the Banks’s technical advisory board / change advisory board (TAB / CAB) processes. The incumbent will be responsible for the formulation and execution of the tactical direction for a team of specialized staff members responsible for quality service who support a diverse and wide range of technology, encompassing all FirstCaribbean ABM technology and the related networks, desktops, and hosts in all branches / locations across the region, maintaining service reliability and availability consistent with strategic objectives. The incumbent will provide directional guidance to staff, clients and other stakeholder in the Bank in the end-to-end support of business applications relating to ABMs. The Senior Manager will be responsible for the development and updating of procedures and policies, based on experience and industry best practice to enable / support the quick resolution of all ABM incidents and introduce cost-effective structural remedies to permanently fix problems while maintaining confidentiality, availability, and integrity of all ABM systems, networks, and data. The incumbent will also be responsible for change and service continuity management related to ABMs ensuring that all change requests to the IT infrastructure follow the enterprise delivery framework (EDF) to meet evolving technology and high availability business requirements.

Key Accountabilities:

Responsible for and leads the activities associated with the analysis, acquisition, installation, de-installation and relocation of ABM infrastructure across the Bank to ensure that the Bank provides the best possible ABM equipment to service and meet customer needs. Responsible for ensuring that there is equipment in a state of readiness to meet customer expectations.
Responsible for the preparation of the yearly SPO budget for evergreen annual budgets in consultation with the Director, End User, Technology Services. This is related to maintenance and expansion in relation to new insights and new business.
Responsible for the continuous availability and maintenance of all ABMs by establishing and maintaining vendor relationships. Responsible for ensuring that ABM equipment is in a state of readiness to meet customer demands and where challenges arise equipment is back up and functioning as per service level agreements (SLAs). Ensures minimal service interruptions to the regional ABM network, including those hosted in branch and at remote locations. Communicates with Country Heads / MDs so that they are aware of any challenges within their ABM fleet.
Ensures strict compliance with security procedures; proactively reduces risk exposure and ensures implementation of measures to mitigate against any exposure to the Bank.
Keeps current with latest technological developments in ABM infrastructure and advanced systems, equipment and process redesign and makes recommendations to the Director to drive continuous improvement in cost, quality and efficiency.
Creates and develops action plans / service level agreements to ensure issues / problems are resolved within SLA timelines to ensure that customer service levels are reinstated to meet customer requirements / minimize down time.
Leads, motivates and develops the team to provide best in class service to satisfy customer requirements. Provides leadership, guidance and specialized knowledge / advice to the team, internal business partners and senior / executive. Leads the delivery of high-quality team engagement, improved service efficiency, maximizing of business relationship development opportunities, and models a culture of continuous improvement and customer service excellence.
Responsible and leads the implementation of and support provided to the branch ABM infrastructure for business as usual (BAU activities and new projects.
Provides expert advice and recommendations to the technology leadership team on the purchase and use of technology for the branch ABM infrastructure in order to advance and enable key investments in support of the implementation of business strategies or change.

Critical Knowledge & Skills Required:

Good knowledge in software and systems related to ABM operational management.
In-depth knowledge of ABM operations, including hardware, software, communication and security.
Ability to effectively manage multiple activities of varying complexity in a sophisticated management organization while under time constraints.
Competent use of Microsoft Office products.
Good understanding of banking processes and procedures and good knowledge of banking products.
Good knowledge of ITIL best practices including IT service management essentials (understanding and meeting customer expectations, maintaining service levels).
Able to assess risk and reward to prioritize work and avoid SLA breaches.
Good knowledge of data centre infrastructure.
Excellent interpersonal, analytical, problem solving, decision-making and negotiating skills.
Excellent service quality related skills.
Leads by example and viewed by others as a role model.
Strong self-belief and open to challenge.
Operates effectively in ambiguous situations.
Sets and meets own high standards and ensures team does likewise.
Ambitious and seeks new approaches to work and style.
Develops self and others.
Inclusive and open.
Prepared to take on challenges.
Highly motivated.

Experience Required:

Minimum of 7 years’ experience working with an institution in an enterprise environment with a variety of system platforms e.g. Windows, Unix, messaging systems, SAN and TSM, SWIFT.
Proficiency with ABM operations and switch network operations.
Minimum of 2 years’ experience in delivery of ABM product knowledge and related technologies.
Reading and interpreting specialized technical documentation.
Composing technical communication, business communication and operations instructions.
Staff management experience.
Vendor management experience.
Budgeting.
Proven track record in obtaining successful audits.
Availability management, capacity management, incident management, problem management, change management, and configuration management.
Project management experience.