Sr Group Operations Manager

Job Summary

Job Summary : The Mainframe Services Engagement Lead is the single point of accountability to the customer for overall mainframe service delivery. The role runs service reviews, audit responses, change governance and major incident ownership, and is the escalation point for Infrastructure & Application Support. The role owns the issue and the customer communication. Technical resolution stays with the Mainframe Strategic System Architect and the Team Leads, with whom the Engagement Lead works closely.

Job Responsibilities : Service strategy and delivery

• Hold a strategic role for overall mainframe services, in close coordination with the Mainframe Strategic System Architect and the different Team Leads.
• Ensure unified mainframe services are delivered to the customer.
• Align the team's projects, initiatives and services delivered to customer feedback. Customer governance and reporting
• Review overall mainframe services periodically with the customer, covering initiatives driven and their progress.
• Act as the liaison for project initiation.
• Represent mainframe services in Organizational Effectiveness forums. Security, compliance and audit
• Document security and compliance configurations and procedures that meet customer requirements (OSFI B-13, PIPEDA and DORA).
• Collaborate with the customer's security audit organization and address all audit inquiries relevant to mainframe services.
• Respond to internal and external audit queries from the mainframe perspective.
• Own access monitoring and validation across mainframe environments. Change, incident and escalation
• Own end-to-end change governance for mainframe services.
• Represent mainframe services in major and critical incidents, owning mainframe issues rather than contributing to their resolution.
• Collaborate with Application Support leaders to align mainframe infrastructure services and address their needs.
• Act as the escalation point for Application Support.

Key Responsibilities

NA

Skill Requirements

Skill Requirement :

• 15+ years of total experience in IT infrastructure or service delivery, with a sustained IBM z/OS mainframe background.
• Proven track record as a service delivery manager, service owner or engagement lead for a large enterprise customer.
• Experience owning major incidents and change governance in an ITIL-based environment.
• Experience handling internal and external audit and regulatory evidence in banking, insurance or a similar regulated sector.
• Good knowledge of OSFI B-13, PIPEDA and DORA, or comparable frameworks such as SOX, PCI DSS and ISO 27001.
• Good knowledge of mainframe access control and monitoring (RACF, ACF2 or Top Secret; SMF-based access reporting).
• Working knowledge of z/OS, CICS, Db2, IMS, MQ and batch scheduling, enough to challenge teams and speak credibly to the customer.
• Experience with an ITSM tool such as ServiceNow.
• Fluent and confident in conversations with customer IT leadership, security and audit stakeholders.
• ITIL 4 certification preferred. PMP, PRINCE2 or CISA is an advantage.

Other Requirements

NA