Description
Objective: Service Delivery Manager (SDM) to join the technical team which is responsible for the maintenance and management of the Operational Level Agreement (OLA) at the bank.
Operational (day-to-day) Tasks:
- AS-IS assessment of all service level agreements (SLAs) with external IT service providers to the bank;
- Recertify and retrofit the list of support teams by SLAs based on the codex (link IT Service/Support teams through the main technical layers & components), Technical Domain Owner TDO/ADO interviews and documentation review;
- Collaborate with other teams to build the data model linking IT components and IT services. This will be fed with the data from the above points;
- Address SLA recertification requests from SDM perspective.
Project related tasks:
- Address SLA requests from SDM perspective;
- SDM contact for projects involving outsourcing (provide input on Service Level requirements, and on operational services Statement of Work, SOW/SLA);
- Ensure coherency with the standard monthly reporting and Project Delivery goals.
Essential Skills/Experience:
- Hands-on experience in managing Service Providers or in delivering services as a Provider;
. ITIL;
. IT operations background.
- Strong communication skills: ability to coordinate with people from different areas (IT Operations & Support, Projects, Commercial) through strong inter-personal and influencing skills; strong organisation skills and process minded;
- You must have worked on large complex projects, ideally in the banking/finance sector;
- Service oriented and Production risk aware;
- Knowledge of the fundamentals of ITIL Service Support.
Language: English