Key Service Delivery Manager Position
We are seeking a highly skilled Service Delivery Manager to oversee the efficient and effective delivery of IT services within our organization.
This role involves understanding and managing a broad range of services delivered by our central group to other consuming entities, ensuring high quality and regulatory compliant services are delivered to our internal customers.
* 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. Drive data quality improvements relating to services.
* Provide clear leadership, direction and prioritization for external Supplier Relationship Managers where their services pertain to those intercompany delivered services.
* Work with internal entity risk leads regarding third-party supplier reporting requirements.
* Design, monitor and manage Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) in alignment with intercompany agreements, 3rd party service provisions, and customer needs.
* Analyze performance data to identify trends, areas for improvement and to drive customer satisfaction.
* Manage continual service improvement (CSI) register to ensure service improvement opportunities are recorded and actioned.
The ideal candidate will have a good amount of experience as a service delivery manager or similar role, enjoy building relationships with customers and key internal stakeholders, and get great satisfaction from delivering customer-oriented results.
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, as would 3rd party 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.
Benefits: A comprehensive benefits package, including flexible working arrangements, support for development and wellbeing, and recognition of individual achievements.
About the Opportunity: This is an exciting opportunity to join our team and contribute to the success of our organization.
Responsibilities: The successful candidate will be responsible for overseeing the delivery of IT services, establishing and maintaining strong relationships with internal clients, and communicating effectively with internal and external stakeholders.