Job Description

Overview

The Service Delivery Lead will provide direct people leadership to the Service Delivery function in our Corporate Markets Technology team, based in our India Hub. The role will be responsible for ensuring all Service Delivery resources reporting to them are fully engaged with function team leaders across the global Service Delivery teams in the delivery of production support of agreed Corporate Markets IT Services. While the role reports to the Head of Software Engineering (IND), MUFG Corporate Markets, there will also be a functional reporting line for the role to the Senior Manager, Digital Support & Automation (based in Australia). You will be a point of escalation across the Service Delivery function in the India Hub on a 24x7 basis and will also be required to ensure incidents and service requests are appropriately assigned, actioned and closed by all direct reports according to service levels and performance targets assigned. You will be working in a complex, fast paced environment where the ability to meet deadlines, prioritise several tasks concurrently, share knowledge and meet stakeholder expectations will be paramount.

Key Accountabilities and main responsibilities

Strategic Focus
Drive innovation and continuous improvement opportunities to strengthen organisational efficiency, processes and practices. Analyse, develop and implement process to secure, reduce downtime and optimise application performance. Mentoring members of the Service Delivery team as a lead, building critical skills in-house and improving technical understanding within the team. Monitor service levels of Incidents and Requests and implementing improvement programs to achieve objectives. Operational Management
Provide direct people management of the Service Delivery function in the India Hub, ensuring stability of the team and the continuity of knowledge. Provide regular operational reporting of team allocation and service level outcomes. Ensure that all direct reports are fully engaged and allocated to Service Delivery incident resolution and tasks as allocated from Global Support functions. Ensure effective troubleshooting, investigation and resolution of technical issues related to supported IT application systems and interfaces. Ensure IT Systems stability by directing / raising minor issues for remediation within the application development framework by the SDLC teams. Support both production and non-production environments, championing ITIL best practices. Provide effective support and minimise downtime to the business by liaising with developers, database administrators, vendors and other technology team as required. Be involved in application patching, maintenance, and upgrades. Ensure training is provided to self and direct reports on supported tools and environments. Ensure support processes and procedures are documented with regular reviews and updating as required. Actively monitor applications and ensure all issues or incidents are raised within the agreed timeframe and to the specified distribution list. Ensure all errors/issues are documented and seen through to resolution and release within agreed timeframes. Liaise with project teams to enable the smooth transition from project delivery and deployment, into production support. People Leadership
Leading a service delivery team to support Corporate Market applications across geographies Keep the team members engaged with deliverables and motivate them for better performance A hands-on leader taking a lead-by-example approach Mentor and lead a high-performing team, ensuring technical expertise and engagement. Identify and address training needs to upskill team members. Conduct performance reviews, set goals, and support career development Governance & Risk
Adhere to all MUFG Corporate Markets standards, policies, and procedures. Participate in Audits as directed. Follow documented Information Security policies and principles. Assist in closure of any identified Risk and Audit items. The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

IT Degree or equivalent qualification with minimum 10 years of experience in Technology industry Demonstrated 5 years of experience in a production support or service delivery lead capability and team management Extensive prior experience in Application Support and support of large complex 24x7 application environments. Experience with IT Service management within standard ITSM / ITIL frameworks. Knowledge of Oracle and SQL Server RDBMS and SQL problem solving & scripting skills is essential. Experience in supporting applications on JBoss, J2EE, Java, JSP, Apache, VB and Tomcat. Experience providing technical support of applications in Azure. Requires strong analytical and problem-solving capability, attention to detail, good time management skills. Solid understanding of business needs and customer focus beyond the technical / technology aspects, including strong Stakeholder management experience. Excellent interpersonal and communication skills (verbal and written) with the ability to communicate to staff across all levels within the organisation as well as with external clients. Ability to understand and prioritise competing demands, and to assess the impact of alternative solutions. Knowledge of financial systems would be a benefit.

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets - safely, securely and responsibly.
Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.


A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.



Our MUFG Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders. Our uniquely integrated range of corporate markets capabilities includes shareholder management and analytics, stakeholder engagement, share and unit registry, employee share plans, and digital and print communications. We also offer company secretarial support, as well as various specialist offerings such as insolvency solutions. We operate in twelve countries throughout Australasia, Asia, Africa, the Middle East, United Kingdom and Europe.


Our teams combine a wealth of industry experience with a rigorous focus on client management to deliver a premium service underpinned by market leading digital technology provided by our Technology division.


MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.


We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the MUFG Pension & Market Services journey and together we will achieve our full potential.


We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.


Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.