Operations Service Delivery Director
hace 3 semanas
**Service Delivery Team Leader** at Connectingology
Role Summary
As a Service Delivery Team Leader, you will be responsible for leading a team of IT professionals to deliver high-quality services to our clients. You will oversee the daily operations of the team, ensuring that all tasks are completed on time and to a high standard.
Main Responsibilities
- Lead a team of IT professionals to deliver high-quality services to clients
- Oversee the daily operations of the team, ensuring all tasks are completed on time and to a high standard
- Refine Incident Management processes to align with ITIL/Six Sigma/ISO framework
- Monitor Incident SLA levels
- Accountable to Head of Service Operations
- Responsible for 1st & 2nd line Support/FrontLine Tech Support
- 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
- 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
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
Duration
5 years
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