Job description
The SDM (Service Delivery Manager) is the primary point of contact to the LOB (Line of Business) customer in dealing with all day to day technology service issues from end to end on a 7X24 basis. They require the ability to deal with and interact with Senior Level Executives from the business and communicate in a clear and concise manner responding to any and all service concerns regarding the support and/or restoration of service issues. They are required to drive service excellence by identifying and introducing 'best practice' service management principles and evangelizing them throughout IT including all IT Functional Towers, Application Development and GTI. The SDM is required to identify and drive methodologies and processes that support world class standards of Production Stability and identify and manage key targeted areas for improvement. Drive to ensure that SLA's exist across all service platforms and that BAU activities remain within the stated SLA's. Drive and manage clear and pragmatic key service management activities, including Problem Management, Change Management oversight and Release Management in a consistent and robust model. Communicate with all stakeholders on a regular basis with respect to Service Management progress and performance
Key Responsibilities
Relationship Management
· Work with the Service Delivery Director to provide the Voice of the Customer (Define and express the needs of the customer)Line of Business Subject Matter Expert to GTI and CSi
Communicate and coordinate activities related to change management in conjunction with PAC
Manage the Exception to Standards Process
Communicate upcoming projects with potential impacts to the LOB
Assess the quality of the project delivery checkpoints designed to monitor the overall production readiness of a project (design, build, test, go live), and drive improvements where necessary.
Communicate shared product changes, enhancements and availability
Provide visibility of desktop issues/enhancements and communicate large firm wide deployments
Co-ordinate MEPC Command Centers, liaising with all Business units.
Oversight and coordination of PTO 'Permit to Operate' programs related to supported portfolio of applications.
Disaster recovery and Business continuity liaison/Conduct periodic surveys to report on level of client satisfaction
Understand product service delivery needs for compliance with all local/ regional regulatory laws and policies
Review, approve and communicate production changes related to MEPC
Problem Management
Drive problem management processes and practices performed by Production Assurance
Ensure incident documentation is accurate and complete
Drive and coordinate analysis of incidents to identify root causes and remediation activities in order to prevent recurrence, reduce mean-time to repair in other incidents, and identify areas for improvements
Provide CSi and GTI representation for vendor discussions
Liaise with cross impacting LOBs to ensure the Problem Mgmt Process is performed
Follow ups on Action Items and reviews of Root Cause documents
CIPs and SIPs
Lead Service Improvement Programs (SIPs) and Continuous Improvement Programs (CIPs)
Responsible for initiating, promoting, executing and tracking Service Improvement Program activities using firm defined methodologies
Manage resulting action items
Engage appropriate resources to solve chronic issues
Environmental Health and Hygiene
Partner with AD, CSI/GTI to drive the introduction of consistent environment health checks, ensuring trends and gaps are addressed on a monthly basis.
Capacity Management analysis, reviews and recommendations
Define and maintain a line-of-business specific server patching schedule in compliance with RISK/GTI requirements and in accordance with acceptable AD/LOB scheduling requirements.
Risk Management
Fluent in and work to assist in addressing audit & security issues and activities across the defined application sets and ensure proper mitigation.
Adhoc Request & Issues
Own, Manage and Drive any and all ad-hoc request, issues and programs as required for all technology related service issues.
Qualifications
Experience & Position Requirements
Significant previous experience of IT Service and Delivery Management principles with a proven track record of delivering results and introducing key ITIL disciplines and practical project management techniques to programs.
Must maintain excellent verbal and written communication skills. Able to translate complex technical issues which are easily digestible for customers and stakeholders from a non technical background.
Must demonstrate a proven track record of dealing with senior level executives.
An in depth technical knowledge and track record of effecting service management changes within a high-availability environment
A consistent attitude and respect for high quality standards and maintaining this despite competing pressures
A strong relationship builder who develops and maintains relationships to help attain targets. Able to share information across teams, business lines and geographies
Comfortable working in a demanding fast-paced, customer-focused organization, undergoing change. Flexible and able to adapt to new situations as the business demands
Commercially astute and able to identify with critical business needs and issues
Influential and able to persuade peers and stakeholders (at various levels) and thereby overcome resistance to change and sustain support
Innovative and able to create new ways of working, which are effective, efficient and easily accepted
Prior experience in managing staff
Education
Degree a plus but not required
ITIL Practioner or ITIL Service Manager level qualification
