Service Delivery Manager

Service Delivery Manager

SUMMARY:

The IT Delivery Manager is responsible for the execution of local IT service management capabilities, supporting the global delivery model and alignment to policies, standards and governance.

They represent the demands, objectives and requirements of the participating business units to the shared infrastructure service. 

KEY TASKS & ACCOUNTABILITIES:

IT infrastructure Operations / Service Management Service Delivery Management:

·         Manage operational service delivered to the business – > service levels & performance are communicated & taking action to address performance issues

·         Regular service reviews & incident, problem & change management communications are conducted in line with Group standards

·         Maintenance of a business IT service catalogue End-to-end IT service levels agreed via the Service Catalogue Demand and Capacity management – ensuring that the platform remains fit for purpose and works with the business units to understand future capacity requirements and demand trends to ensure optimal use of the platform

·         End-user satisfaction, service improvement programs, escalation & complaint management based on end user feedback

·         Operational performance reporting

·         Service, trends, costs & improvement plans reviewed with the business

·         Disaster Recovery capability meets BU requirements & expectations. Includes planning, testing, communication & restoration of services in a major outage or disaster, & setting-up IT services at DR sites

Transition Management:

·         Engages with projects to ensure all operational aspects are considered & addressed prior to implementation, including infrastructure readiness & operational integration across Suppliers

Operations Management:

·         Standardise & improve process maturity, aligning to GIT processes & ITIL standards.

·         Leads incident response for the Leapfrog ICC, representing and communicating to the BU’s

·         Production change control

·         Review/approve technical SLA reports for local service agreements

·         Review Root Cause Analyses & track actions to closure

Operations / Transition Management:

·         For Leapfrog Infrastructure, the IT Service Delivery Manager is responsible for ensuring that service management governance is adhered to.

·         Critical app service levels achieved

·         Technology roadmaps for critical apps

·         App availability & capacity management are performed correctly by service providers

·         Supplier Management

·         Management/review of local & global supplier service delivery

·         Performance against service levels

·         Supplier improvement programmes

·         Validate Supplier invoicing against contracts & approved work orders. Address/escalate disputes

·         Supplier contract obligations adhered to, including optimisation/evolution of contracts

·         Local Suppliers managed to the same governance & standards as all IT Suppliers

·         For BPO, Cloud or other 3rd party solutions, ensure compliance against security & service management standards/policies

Demand Management (IT operational):

·         Strategic & Operational demand planning & forecasting, & fulfilment of operational demand to approved forecasts/plans.

·         Manages operational savings initiatives

Financial Management (IT operational):

·         Budgeting, planning, tracking & challenges IT operations charges

·         Manages IT operations direct costs

·         May be assigned other responsibilities at the discretion of the Head of the ICC and/or the Head of Platform Services

In addition, the following attributes must be instilled and demonstrated by the team:

·         Fairness – all stakeholders, suppliers and internal partners are to be treated in the same consistent manner at all times

·         Proactive – work with stakeholders to make things happen, driving activities to resolution and engaging SI colleagues where needed to deliver the desired result

·         Diligence – ensuring that tasks are completed to the highest standards or quality at all times

·         Collaboration – working with all stakeholders to provide options, drive reuse and sharing and facilitating communications

·         Firmness – knowing when to say ‘no’ to our Customers’ demands when they are out of policy or procedure

·         Openness – respond to challenges from customers and supplier with open and honest answers, provide regular and timely feedback

·         Customer Outcomes & Excellence – above all focus on the effect that all actions have on the end customer (business users) and ensuring that all decisions but the availability and reliability of the service first.

QUALIFICATIONS/EXPERIENCE:

·         5 years’ in depth experience working in a IT service Delivery role

·         Recent exposure to IT infrastructure services within the Financial Services industry

·         Proven experience of working within a large Global or Regional organisation within a multi-national company

·         Proven experience of working within a supplier lead service delivery model

KNOWLEDGE:

·         Bachelor's degree in computer science, related field (e.g. engineering) or business management

·         University degree in Computer Science/System Architectures, business management or equivalent experience, developed over an extended period

·         Knowledge of project management methodologies e.g. waterfall and scrum / agile

·         Exceptional influencing skills, demonstrable though all levels of the organisation.

·         Persuasive presentation skills

·         Supplier Management skills

·         ITIL Foundation certification essential

·         ITIL Intermediate certifications preferred

·         Fully proficient in English, both oral and written. Additional language skills are considered a bonus.

·         A good working knowledge of Business lead IT Strategies

·         A good understanding of developing market trends and concepts

TECHNICAL SKILLS:

·         Structured Analytical skills with the ability to work under pressure

·         Time Management, diligent, proactive working style

·         Systems monitoring concepts and tools

·         Load & Performance testing

·         Capacity Management

·         Demand Management

·         Quality management and process improvement

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