Service Delivery Manager

hace 4 semanas


Miguel Hidalgo, México Connectingology A tiempo completo

Description
- To lead and take ownership of, and manage through to resolution, Incident

escalations raised by external and internal clients.
- Leadership: Develop the skills, attitude and business awareness of members within

the Team so as they perform at optimal level
- Quality: Ensure high quality of deliverables to the business. Take ownership and

accountability for problem resolution arising from deliverables.
- Performance: Ensure that SLA’s are being met and adhered to. Development of

members in the team to increase their skill set
- Improvement: Continually aim to improve the support and reporting processes of

PPS Service Delivery
- Process driven approach with exposure to one of the following control frameworks

ITIL, Six Sigma, PCI DSS, SOC or others
- Minimize the impact of Incidents that cannot be prevented
- Ownership of escalated Incident through to resolution
- Able to produce reports on Key Performance Indicators
- Proactively communicates status of tasks
- Notifies stakeholders of service impacting operations to negotiate timings

**Requirements**:
ESSENTIAL
- Must have substantial professional experience of leading a Service Delivery Team
- Certification in Operations discipline in any one of the following ITIL/Six Sigma/ISO
- Competent in the use of Linux/Unix/SQL.
- Knowledge of using Monitoring Tools such as App Dynamics - OpsGenie - Nagios
- Ability to write reports and business correspondence
- Use data to drive better outcomes
- Ability to effectively present information and respond to inquiries from clients,

skills that develop client confidence, respect and develop cooperative relationships
with all levels of people throughout the organisation
DESIRABLE
- Experience in the financial services sector
- Knowledge of Oracle SQL
- Knowledge of back office technologies
- Vendor management and contract negotiation experience
- Proficiency in MS Word, Excel, PowerPoint, BI tools

5 years



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