Delivery Services Manager

You will be the main point of contact for regional delivery organizations and internal consulting for services under your responsibility. You will act as the first escalation point for complex service delivery issues addressed by clients, performing in-depth analysis and ensuring smooth transitions into operations.

• Be the key contact for regional delivery organizations and internal consulting for services under own responsibility.
• Act as a first escalation point for all complex service delivery issues addressed by clients to Service Manager, related to services under own responsibility, performing all needed in-depth analysis on such requests.
• You will support projects by providing specific service delivery requirements during design and build phase and ensure a smooth transition into operations.
• You will support Service Managers in defining Service Level Agreements and KPI contents towards all clients, during onboarding as well as periodic review, for the services under the responsibility of the SDM.
• You will functionally lead more complex delivery units to achieve the stated objectives on service delivery. You will be accountable for service delivery quality vs clients.
• You will ensure the monitoring, delivery, and variance explanation of service operational metrics for services under own responsibility.
• You will be accountable for and ensure coordination of service restoration in case of major incidents, for services under own responsibility, followed by incident reports and technical reports.
• You will ensure root cause identification, definition, and implementation of remedial actions for prevention and avoidance of incidents. You will facilitate continuous improvement of services effectiveness and efficiency.
• You will improve the application of the Problem management.
• You will hold regular alignments with other SDMs and other important stakeholders of the organization and communicate any process changes/improvements to clients via Service managers.
• You will liaise with Architects and relevant third parties to ensure that non-functional requirements are captured and implemented in the solution.
• You will support service delivery of monitoring and service readiness requirements together with technical L2.
• You will ensure service readiness (early morning and after maintenance weekends or other events) / partially automated.
• You will ensure the smooth transition between implementation and run (hand over for Projects of T&T) and
• You will support the new service set-up and service level definition.
• You will support to closure manager for end of the year testing-simulation and trouble shooting.
• You may need to work extended hours including nights and weekends when required, acting as manage on duty.
• You will ensure the definition and the review of the Target operating model in case of need.

• Demonstrable experience of working effectively within collaborative service and operational team structures, ideally in a technology, finance business environment, with proven, practical, service management experience in the infrastructure and IT outsourcing services area.
• Good understanding of the banking business and its interaction and dependence on IT services.
• Knowledge and experience of SLAs, as well as service monitoring methods and tools.
• Experience of managing and maintaining effective processes and procedures in a complex multi-system, multi-site environment support service environment.
• ITIL and/or Cobit 5 Certification a plus.
• High prioritizing and decision-making abilities.
• Ability to interact successfully on different hierarchical levels within the customers and providers' organizations and to analyze and simplify complex problems and to be able to communicate this to others.
• Excellent communication and presentation skills, including a proven ability to persuade and influence others using a variety of communication styles.
• Ability to facilitate meetings and manage any conflicts.