Service Delivery Manager

Description- To lead and take ownership of, and manage through to resolution, Incidentescalations raised by external and internal clients.- Leadership: Develop the skills, attitude and business awareness of members withinthe Team so as they perform at optimal level- Quality: Ensure high quality of deliverables to the business. Take ownership andaccountability for problem resolution arising from deliverables.- Performance: Ensure that SLA’s are being met and adhered to. Development ofmembers in the team to increase their skill set- Improvement: Continually aim to improve the support and reporting processes ofPPS Service Delivery- Process driven approach with exposure to one of the following control frameworksITIL, Six Sigma, PCI DSS, SOC or others- Minimize the impact of Incidents that cannot be prevented- Ownership of escalated Incident through to resolution- Able to produce reports on Key Performance Indicators- Proactively communicates status of tasks- Notifies stakeholders of service impacting operations to negotiate timings**Requirements**:ESSENTIAL- Must have substantial professional experience of leading a Service Delivery Team- Certification in Operations discipline in any one of the following ITIL/Six Sigma/ISO- Competent in the use of Linux/Unix/SQL.- Knowledge of using Monitoring Tools such as App Dynamics - OpsGenie - Nagios- Ability to write reports and business correspondence- Use data to drive better outcomes- Ability to effectively present information and respond to inquiries from clients,skills that develop client confidence, respect and develop cooperative relationshipswith all levels of people throughout the organisationDESIRABLE- Experience in the financial services sector- Knowledge of Oracle SQL- Knowledge of back office technologies- Vendor management and contract negotiation experience- Proficiency in MS Word, Excel, PowerPoint, BI tools5 years

Creado: Jue, 01 de Ene de 1970