Service Delivery

About the role

• Reporting directly to the CIO, ensure clear understanding of the technical and application services supporting the delivery of services to the business
• Define and manage the Service Delivery approach and framework
• Manage the relationship with our external technical and application service providers
• Manage Service Reporting delivery structures and cadence
• Ensure all service providers understand and are aligned to service targets and SLAs
• Manage the IT Risks register in conjunction with our Risk team, with inputs from key stakeholders and providers
• Project management activities
• Ensure the delivery and maintenance of required levels of process, procedure and technical documentation across Service Management, IT Risk, Business Continuity and Security
• Define and ensure consistent delivery of required data, statistics and reports for service analysis and to facilitate effective service health monitoring and performance
• Define operations and service monitoring requirements and approach for new business services
• Production support of core application services
• Maintain a Service Delivery calendar
• Keep up to date with market developments
• Identify and implement opportunities for Service Improvement

The Ideal Candidate will have

• 5+ years experience as a Service Delivery lead in Financial Services, ideally in Funds, Asset Management and/or Life Insurance
• Project management, planning and delivery experience
• Good knowledge of underlying Asset and Fund Management business processing platforms and related technologies and platforms
• Excellent knowledge of service delivery processes and has played a lead role in continuous service improvement initiatives
• Demonstrable service and delivery record in a fast moving environment within the financial industry
• Significant vendor management experience
• Significant Application Support experience

Skills and Knowledge :  Service Delivery

• A thorough understanding of how IT systems can interface with multiple functional groups within an organization, and used to handling conflicting terminology and concepts used by different business areas and systems.
• Good working knowledge of application architectures and corresponding service requirements
• Excellent communication skills. Must be able to conduct effective workshops to elicit service requirements from a range of end-users and stakeholders, and have the ability to manage conflicting issues with all stakeholders.
• Excellent service delivery and client ethos.
• Excellent inter-personal, team building and people management skills.
• Good working knowledge of Security principles, IT Risk Management, Infrastructure management and delivery