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State Street Corporation (NYSE: STT) is one of the world's leading providers of financial services to institutional investors, including investment servicing, investment management and investment research and trading. State Street operates in more than 100 geographic markets worldwide, including the US, Canada, Europe, the Middle East and Asia. Clients include mutual funds and other collective investment funds, corporate and public pension funds, global hedge funds, and global banking organizations as counterparties to trading businesses. Founded as a bank in 1792 in Boston, Massachusetts, State Street employs more than 36,000 people. For more information, visit State Street's website at www.statestreet.com .
Based in Boston, the role of the State Street Head of IT Production Support is to provide leadership for developing and implementing a global production support and service delivery model for State Street Global Technology Services. The Head of IT Production Support reports to the Business CIO and will have Vice President / Managing Director level regional production support leads based in Boston, Hong Kong, India, China and London and will manage an overall a staff of 300+ resources. .
PRODUCTION SUPPORT OPERATING MODEL
Work collaboratively with existing IT production support staff globally to develop and achieve buy-in for the target state production support / service delivery operating model.
Ensure that the operating model identifies and communicates service issues as early as possible, minimizes downtime, ensures timely communications that are appropriate to audience and provides for root cause analysis and continuous improvement.
Ensure that the operating model design optimally addresses regional communications, governance and regulatory needs.
Design, monitor and ensure high quality service delivery through development and oversight of intra-group and third party service level agreements with the Business.
Ensure IT production support operations practices adhere to applicable laws and regulations.
Promote and oversee strategic relationships between local production support resources, overall CIO level resources and other involved entities.
Oversee root cause analysis to ensure accuracy and enough granularity so that systems resiliency and stability optimization steps can be identified and actioned.
Develop current and target state metrics that can be used to measure the success of the IT production support organization.
Develop and prioritize project business cases / metrics base goals aimed at reducing IT incidents and increasing systems resiliency.
Report on progress relative to target state metrics.
Jointly supervise recruitment, development, retention, and organization of all production support staff in accordance with corporate performance, budgetary objectives and personnel policies.
STREAMLINED GLOBAL COMMUNICATION MODEL
Ensure that the business impacts of IT incidents is contextualized and communicated to end users and business personnel in a way that they can clearly understand how an incident affects them and their business, enables them to take appropriate remediation steps and is provided in an appropriate frequency.
Work collaboratively with Global IT business leads to ensure Production Support is represented appropriately at key governance forums.
Demonstrate the 'Risk Excellence' culture in your behavior
Maintain a detailed understanding of: o The scope of the role's managerial responsibilities o The competence of the staff reporting to you
Ensure that your team has clear understanding of their reporting lines, authority levels, scope of responsibilities (including those delegated to them and those they delegate), objectives, training and competency requirements plus progress is reviewed regularly in line with Company policy, and are regulatory registered where appropriate for their role
Develop effective working relationships and communications with staff and ensure that staff are motivated, developed and supported.
Adhere to the delegation and oversight (management information and escalation) framework in the performance of daily tasks. This includes taking proactive action to ensure there is adequate production of management information that is fits for purpose, and issues are raised as appropriate
Establish and monitor an effective delegation framework to ensure that tasks are performed by staff members with appropriate capacity and authority level (based on knowledge, skills and competence).
Establish and monitor an effective oversight framework to ensure that issues are appropriately identified, escalated and resolved. This includes: a) ensuring that appropriate management information is received, considered and challenged as appropriate at intervals proportionate to the risks; and b) that staff members have clear understanding of the escalation path/principles
Establish and nurture a culture of 'Risk Excellence' within the team, encourage an environment of openness that welcomes effective challenge and supports open discussion.
Ensure that you make reasonable decisions by exercising reasonable care when considering information available to you. This includes taking proactive action to ensure that the information you have is suitable and adequate.
Establish and nurture a culture of individual ownership of tasks to embed a clear individual sense of accountability into staff members' behavior in performing their roles.
Ensure that the highest level of the Code of Conduct is displayed in your own and staff