Service Delivery Manager

• Be the Key contact for regional delivery organizations and internal consulting for the services under own responsibility.
• Act as a first escalation point for all complex service delivery issues addressed by clients to Service Manager, related to services under own responsibility, performing all needed in-depth analysis on such requests.
• Support projects by providing specific service delivery requirements during design and build phase and ensure a smooth transition into operations.
• Support Service Managers in defining Service Level Agreements and KPI contents towards all clients, during onboarding as well as periodic review, for the services under the responsibility of the SDM.
• Functionally lead more complex delivery units to achieve the stated objectives on service delivery. Accountable for service delivery quality vs clients.
• Ensure the monitoring, delivery, and variance explanation of service operational metrics for services under own responsibility.
• Be accountable for and ensure coordination of service restoration in case of major incidents, for services under own responsibility, followed by incident reports and technical reports
• Ensure root cause identification, definition, and implementation of remedial actions for prevention and avoidance of incidents. Facilitate continuous improvement of services effectiveness and efficiency.
• Improve the application of the Problem management
• Hold regular alignments with other SDMs and other important stakeholders of the organization and communicate any process changes/improvements to clients via Service managers.
• IT SDM to liaise with Architects and relevant third parties to ensure that non-functional requirements are captured and implemented in the solution.
• Support service delivery of monitoring and service readiness requirements together with technical L2
• Ensure service readiness (early morning and after maintenance weekends or other events) / partially automated
• Ensure the smooth transition between implementation and run (hand over for Projects of T&T) and
• Support the new service set-up and service level definition.
• Support to closure manager for end of the year testing-simulation and trouble shooting
• Availability for picket shifts with possible emergency interventions at night or on weekends, acting as manage on duty.
• Ensure the definition and the review of the Target operating model in case of need

• Demonstrable experience of working effectively within collaborative service and operational team structures, ideally in a technology, finance business environment, with proven, practical, service management experience in the infrastructure and IT outsourcing services area
• Very good understanding of the banking business and its interaction and dependence on IT services
• Knowledge and experience of SLAs, as well as service monitoring methods and tool
• Experience of managing and maintaining effective processes and procedures in a complex multi system, multi-site environment support service environment
• ITIL and / or Cobit 5 Certification a plus
• High prioritizing and decision-making abilities
• Ability to interact successfully on different hierarchical levels within the customers and providers organizations and to analyze and simplify complex problems and to be able to communicate this to others
• Excellent communication and presentation skills, including a proven ability to persuade and influence others using a variety of communication styles
• Ability to facilitate meetings and manage any conflicts

• Project management experience
• Improving monitoring, logging and alerting solutions
• Hands-on in using different data sources and analytics tools (e.g.: REST API, Power BI)

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