Mcon - Technology and Engineering

Job Role: Mcon Technology & Engineering

Reporting to the service Excellence Manager the Service Oversight

Specialist plays a critical role in driving efficiency productivity and

continuous improvement within the IT Service Center and the broader

IT organization.

This role is pivotal in identifying and implementing process

optimization and automation opportunities ensuring that operations

are streamlined and manual efforts are minimized. The Service

Oversight Specialist is responsible for identifying training and

upskilling needs ensuring that staff are wellequipped with the latest

technologies and best practices.

The Service Oversight Specialist develops and maintains a

comprehensive efficiency and productivity roadmap collaborates

closely with Application Management Services and delivery teams to

align on strategic initiatives and holds these teams accountable for

delivering measurable outcomes. This role also provides expert

advisory services to support services teams helping them operate in

a costeffective manner while maintaining high service quality.

Additionally the Service Oversight Specialist identifies opportunities

to reinvest savings from efficiency gains into further automation and

innovation thus fostering a culture of continuous improvement. By

monitoring and reporting on the effectiveness of these initiatives the

Specialist ensures that all efforts comply with organizational policies

and industry standards ultimately enhancing the overall operational

excellence of the IT organization.

Key

Responsibilities

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As the Service Oversight Specialist they will:

Continuous Process Optimization and Automation:

Identify opportunities and implement solutions for continuous

service improvement process optimization and automation to

enhance efficiency and reduce manual efforts across the IT

Service Center and delivery teams. Develop strategies to

streamline operations eliminate redundancies and enhance

productivity. Ensure these initiatives are effectively integrated

into the daily operations leading to sustained improvements

and cost savings.

Training and Upskilling: In collaboration with the IT

Transformation Office and Emerging Technologies &

Enterprise Architecture teams identify training and upskilling

needs for staff to ensure they are updated with the latest

technologies best practices and industry trends. Foster a

culture of continuous learning and development to enhance

team capabilities and performance.

Efficiency and Productivity Roadmap: Develop and

maintain a yearonyear efficiency and productivity roadmap

outlining key initiatives and milestones to achieve desired

savings impact and outcomes. Monitor progress against this

roadmap and make necessary adjustments to ensure targets

are met.

Alignment with AMS and Delivery Teams: Collaborate

closely with Application Maintenance and Support (AMS) and

delivery teams to ensure alignment on efficiency and

productivity roadmaps. Hold these teams accountable and

help them delivering the necessary efficiencies savings and

productivity gains.

Advisory Services to Support Services Team: Provide

expert advisory services to the support services team

enabling them to operate in the most costeffective manner.

Support the team in maintaining a lean and rationalized

structure while ensuring high service quality and operational

efficiency.

Reinvestment Opportunities: Identify opportunities to

reinvest savings from efficiencies gained into automation and

innovation streams. Propose and implement projects that

leverage these savings to further enhance IT capabilities and

service delivery.

Collaboration with Stakeholders: under the guidance of the

Service Excellence manager engage with key stakeholders

including IT leadership business units and external partners

to align on strategic objectives and ensure the successful

implementation of optimization initiatives. Maintain open lines

of communication to gather feedback and drive continuous

improvement.

Monitoring and Reporting: Establish metrics and KPIs to

monitor the effectiveness of optimization and automation

initiatives. Regularly report on progress outcomes and areas

for improvement to the Service Excellence Manager senior

management and other relevant stakeholders.

Compliance and Best Practices: Ensure all optimization and

automation efforts comply with organizational policies

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industry standards and best practices. Advocate for and

implement improvements that enhance security data integrity

and overall operational excellence.

Subject to change by the Executive Director at any time at their sole

discretion.

Key Metrics ‡

Efficiency Improvement: Percentage reduction in manual

processes and tasks. Number of process automation

initiatives implemented.

Productivity Gains: Increase in productivity metrics across

teams within the IT Service Center with an initial focus on

AMS services. Amount of time saved through process

optimizations and automation.

Cost Savings: Total cost savings achieved through efficiency

and productivity improvements as per the IT Service Center

Business Case proposal. Reinvestment rate of savings into

automation and innovation projects.

Training and Upskilling: Number of Solution Delivery staff

trained and upskilled in the latest technologies and best

practices to drive efficiencies and productivity gains.

Continuous Improvement: Number of continuous

improvement initiatives identified and implemented.

Measurable impact of continuous improvement initiatives on

operational performance.

Advisory Effectiveness: Success rate of advisory

recommendations implemented by support services teams.

Improvement in operational metrics of support services teams

following advisory interventions.

Compliance and Standards: Adherence to organizational

policies and industry standards in all improvement initiatives.

Frequency and severity of compliance issues reported.

Stakeholder Satisfaction: Satisfaction levels of internal

stakeholders with the services and support provided. Number

of positive feedback instances from business and IT partners.

Innovation and Automation: Number of innovative solutions

and automation projects initiated and completed. Impact of

new innovations on the overall efficiency and effectiveness of

IT operations.