Service Delivery Manager
Working for a prestigious Investment Banking organisation, this Service Delivery role will be responsible for technical application and business process operation of a number of Compliance and Internal Control Applications as well as providing a broad range of business improvement activities across Risk, Pricing and Finance business sectors.
Key responsibilities and competencies include:
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- Work closely with Regional Service Manager to ensure technical and business capability exists within the team to meet Trading Functions business outcomes.
- drive and monitor ITIL standards
- Review, log and manage Operational Risks and Issues both business outcome and technical in nature as agreed with Regional Service Manager, Global Service Owners and Architects.
- Provide excellent customer support against agreed SLA’s and maintain effective working relationships with business teams, other ITS areas and external service providers.
- Follow Problem and Incident Management processes, consolidate updates and escalate where necessary and participate in major incident management as the Resolution Manager.
- Technical Vendor Management of 3rd party hardware/software and service providers.
- Engage in Release Management process for releases relating to team portfolio. Including OAT, UAT and Early Life Support for all scheduled releases.
- Responsible for technical impact analysis and approval in support of Change Management engaging with Change Manager and Change owners as required.
- Identify underlying root causes for reoccurring problems to improve the overall service of the team and reduce call volumes.
- Maintain relevant documentation within the application portfolio.
- Ensure that Business Continuity and Disaster Recovery plans are successfully delivered.
- Work with Service Owner and Architect to maintain and execute a Service Improvement plan, identifying potential technology/process improvements and how they might be used to improve service capability and availability.
- Work with Service Architecture and 3rd party service providers to implement and maintain application monitoring and alerting.
The relevant candidate will have:
- Demonstrable experience of working within a range of technologies and key business functions in the Compliance and Internal Controls sector in a complex environment.
- Experience of managing diverse offshore teams
- Demonstrable experience of working with a range of technologies including Oracle or SQL, UNIX, XML.
- Demonstrable experience of supporting critical applications working to deadlines SLAs.
- Experience of Incident, Problem, Change and Release Management.
- Demonstrable experience of problem solving analytical skills
- Demonstrate experience of being proactive, independent and being able to work effectively within teams.
Desirable experience:
- Experience of supporting applications within Business Communications Recording and Retrieval, Compliance Analytics, Access Control and Internal Control.
- Experience of application development.
- Experience of working with a range of applications and technologies including Lync / OCS, Aveksa, Actimise, Vantage, Symantec EV and Compliance and Discovery Accelerator
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