General Information

Team:

Alta

Close date:

Thursday, 01 September 2022

Working pattern:

Full time

Contract Type:

Permanent

Location:

Melbourne

Department:

3 - 03 Project Management Office

Description & Requirements:

You will be joining us as we expand our Australian consulting operations to transition our clients to Sonata Alta, our highly automated, digital-first operating model.  The Service Operations Manager role is responsible for driving delivery and support of critical service, enterprise application and tools. On a day-to-day basis you will collaborate across teams and functions, working with clients, internal stakeholders, and various technology disciplines to provide industry-leading service and solutions for Bravura’s clients. The purpose of the role is to lead, develop and guide Sonata Alta support and configuration analysts onshore and offshore, and ensure effective delivery of shared services to Sonata Alta clients in support of the Service Delivery Manager. The Service Operations Manager is responsible for ensuring support is delivered within budget, time, scope, and quality expectations.  

Main Activities:
  • Drive delivery of service across a cross-skilled team to ensure high quality and productivity
  • Provide leadership, mentorship and day to day support for the team of configuration and support analysts to deliver agreed services within SLA’s
  • Continuous improvement of ServiceDesk runbook to support global team’s effective and efficient 1st line triage and response to related activities 
  • Lead standards of governance and strategy for client configuration change
  • Ensure appropriate test, risk and quality management frameworks are followed and implement processes and procedures to enhance quality and prevent incidents 
  • Manage team and function within allocated budget and ensure ongoing services are delivered within agreed scope and appropriate change processes are followed for additional services
  • Produce client and internal reporting on SLA performance 

Experience:
  • 5+ years of experience in business operations/IT service delivery management 
  • Experience in engagement/project management, and resource management 
  • Wealth Management or Superannuation application support experience 
  • Experience supporting Bravura proprietary systems including Sonata and Babel highly regarded 
  • ITIL 4, DevOps, SAFe (preferred) 
  • Strong leader able to coach, delegate, mentor and develop others
  • Able to identify opportunities for efficiency, cost reduction and continuous improvement
  • Outstanding client relationship skills, with an ability to influence and negotiate whilst delivering on client outcomes

What we offer you:

Our people are the heart of our business. We work hard to provide a rich employee experience and a robust framework for ongoing career development, laterally or linearly. Some other perks include:
  • Bravura is centred on four mindsets:  
  • Being open to new things – we make space for experimenting, creative freedom, and fun, to drive innovation. 
  • Empowering you to choose – you’re trusted to take ownership of how you go about your daily work and are accountable for your actions.
  • Connecting to your community – we nurture connections across teams, offices, and regions. We embrace diversity, celebrate success and value individual contributions.  
  • Investing in your wellbeing – we create space where everyone feels confident asking for help and we respect work/life boundaries
  • We offer a combination of flexible, hybrid work or remote work from home 
  • Generous primary and secondary parental leave
  • Newly renovated offices that inspire Agile and collaborative ways of working

About Bravura Solutions:

As a market leader and ASX listed company, we are a trusted partner to over 350 leading financial services clients. We invest significantly in our technology hubs and innovation labs, which inspire and drive our creative, future-focused mindset. We take pride in developing cutting-edge technology solutions that support our clients to achieve financial security and prosperity for their customers.

How to apply?

Don't meet every single requirement? Research shows that women and people in minority groups are less likely to apply for jobs unless they meet each of the listed qualifications and requirements in a job advertisement. At Bravura, we are committed to building a diverse, inclusive and authentic workplace where our people can bring their whole selves to work. If this role excites you, but maybe your past experience doesn't align perfectly with what's listed, please don't let that prevent you from applying - you may just be the right candidate for this role, or another role we have.

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