The Role 
As an Snr. Service Delivery Manager, you will support and manage large customer relationships from an IT Service Management/ SIAM function.
Key responsibilities:

- Service on-boarding (on completion of transition / project end).
- Service Transition.
- Service Improvement management.
- Service satisfaction management and reporting.
- Service catalog management.
- Service management review.
- Customer (BU) relationship management (Services only).
- Monitor, and support IT risk and audit expectations.
- Service Process ownership and review (e.g.: CAB approvals, Service Introduction processes).
- Service Improvement management.
- Service variation management.
- Overall IT operations reporting.
- 3rd party escalation and liaison.

The Profile
Key skills/knowledge/experience:  

- ITILv4 aware or certified.
- Strong Service Management background.
- Experience managing at least 1 large customer relationship from an IT Service Management point.
- Strong understanding of typical contractual service commitments across application, infrastructure, customer service, data services and IT Security areas.
- Systematic and organised individual who has a strong appreciation of service impacts in a financial service enterprise.
- Ability to run SIAM / ITSM function within the enterprise.
- Ability to interface in a matrix organization across time zones (UK & Ireland, Belgium, Germany, Hungary, and India).
- Ability to run daily operations with the client stakeholders and TCS leads.
- Ability to initiate and run MIM (Major Incident Management) calls.
- Good understanding of exec level service reporting and governance.
- Ability to influence positive change through proactive intervention (Preventive maintenance, Continuous improvement, and performance engineering practices).
- Ability to interface with technology transformation teams to build future proof services models.
- Process-oriented and able to influence process re-design when required.
- Aware of Service Introduction & Service Transition principles and minimum technical standard requirements for service management.
- Team player with cross-cultural experience.

Email me jobs like this