Description
The Service Delivery Manager (Applications) will be responsible for measuring and managing the end-to-end performance of clients overseas Application Support function against agreed Operational Level Agreements, drawing out chronic issues and working with service (and infrastructure) owners to reduce and resolve them. This will be undertaken through regular Remedy-based reporting and will seek to identify potential areas of improvement in the overall service provision, including call reduction and overall speed to resolve issues.A key element of the role is to maintain a strong relationship with on shore service owners and the associated management team.
The role will also ensure that the remote Application Support function as a whole works within the broader Service Management processes, contributing to service and process improvements on a periodic basis (or as the need arises).
In the event of a major service failure, the Service Delivery Manager (Applications) will be responsible for providing the escalation point for the Incident Management team.
Responsible for the set-up and operational performance of the Application Support arrangement in terms of quality (against the agreed KPIs) and cost (to financial targets).
Undertake periodic service reviews with the on-shore and off-shore team managers, working with these managers and the IT Client Services Directors to seek areas for service improvement.
Working collaboratively with the onshore service owners and other Service Delivery Managers to promote continuous improvement across all services.
The role holder should be a qualified to ITIL Manager level with a firm understanding of offshore (or outsourced) management models (quality and cost).
Experience and skills
* Strong relationships skills. Confidence in communicating at all levels in both Practice Areas and Business Services.
* Experience of managing / interacting with global teams.
* Strong process management skills to enable the smooth support of finance processes globally.
* Strong people management and influencing skills
* Experience in project management - in particular with rollout of new processes
* Experience of Agile and SCRUM methodology - preferably experience of Scaled Agile Framework practices. Sthree UK is acting as an Employment Agency in relation to this vacancy.