To maintain a sound knowledge and understanding of current methodologies, technologies, services and tools.
Ensure adherence to Service Management Processes by the Operations Team.
Understand and underpin the implementation of IT Service Strategies supporting Customer environments
Ensure OLA’s and SLA’s and any third party supplier agreements are in alignments with and capable of
delivering services within contracted time-frames
Underpin the Operational Level Agreements within the delivery units where specifically needed (i.e. where
the customer requirements differ from the service level in standard service descriptions).
Oversee the continued provision of delivery of services by the Operations team to agreed quality
Manage a team of ~20 technicians working in a Service Center.
Work to mitigate the impact of service failures and improve quality
Identify, manage service and continuous improvements
Act as the functional manager for all service management processes, being the escalation point for process
owners and giving direction to continuous improvement of all service support and service delivery
Support the process owners and ensure process functionality and delivery
Investigate and report all breaches of OLA’s and Service Management Processes and manage the proposal
and implementation of solutions to prevent future occurrences
Ensure relevant reporting to support Service level monitoring is in place
Form strong relationships with the Account team building an understanding of Customer Requirements and
Actively participate and manage the service delivery meetings with internal customers and also with IT
Prepare Status reports for Customers by working with differing internal and external teams
Prepare monthly Availability Management Reports for Customers and Management, highlighting any service
Identify current status of Account team expectations and satisfaction levels
Detailed working knowledge of a very broad range of IT systems - Desktop Support, Field Technicians, and
Strong knowledge and understanding of Banking and/or Financial regulations helpful
Analytical and Problem-Solving skills
Exhibiting professionalism and diplomacy
Strong interpersonal, communication and presentation skills
Extensive experience of Customer and supplier relationships, confidence and presence to deal with
customers and suppliers both internal and customer facing Education
BS in Computer Science, Information Technology, or related field or equivalent experience preferred
Proficient in Microsoft Office Suite – with focus on Excel creating writing formulas and creating pivot tables.
Experience in a Service Delivery function, including solid experience of dealing with Customers, and internal
teams, typically gained over 3-5 years
ITIL V3 Foundation Certified preferred
Experience in product staging, service desk, and managed print preferred