Job Summary
We are seeking a seasoned professional to oversee the efficient and effective delivery of IT services within our organization.
This role will be primarily responsible for understanding and managing a broad range of services delivered by the central group to other consuming entities, ensuring timely delivery and adherence to required standards.
About Your Role:
* Establish and maintain strong relationships with internal clients, serving as the primary point of contact for all service-related matters
* Oversee the delivery process, understanding existing and new requirements and ensuring services are delivered on time and to the required standard
* Communicate effectively with internal and external stakeholders, providing updates on service delivery performance through reporting and leading monthly and quarterly service reviews
* Understand existing intercompany service agreements; contribute to those agreement structures and ensure any changes are reflected and agreed by relevant parties
* Provide leadership on service management best practices across SME groups involved in delivering services, and develop and implement continuous improvement plans across these areas
* Understand regulatory needs for service management and ensure services, measurement, reporting, SLAs, KPIs etc are aligned with those requirements
About You:
* You will have experience of writing service agreements and measuring and improving service delivery to your customers
* Experience of working within a financial services regulatory framework would be beneficial (such as DORA), as would 3rd party (vendor) management, and relevant certifications such as business management, ITIL, Institute of Customer Service and experience of working with data management / reporting tools such as PowerBI or ServiceNow