Urgent Service Delivery Specialist
We are seeking a highly skilled and experienced Service Delivery Specialist to support our Senior Service Delivery Manager across various activities.
Main Responsibilities:
1. Review and analyze reports and dashboards provided by suppliers to ensure all SLAs and KPIs are met as per contract.
2. Attend Service Reviews and operational calls as a key stakeholder.
3. Ensure terms of reference for Service Reviews are upheld.
4. Prepare comprehensive reporting on vendors' performance.
5. Distribute reporting to agreed stakeholders within agreed timelines.
6. Develop and report on Continuous Service Improvement plans in collaboration with Vendor Service Delivery Managers.
7. Collaborate with suppliers and third parties on 3rd party process development.
8. Review documentation and provide feedback in accordance with ITIL best practices internally and externally as required.
9. Support the IT Controller to ensure all IT controls are reported on time and available for compliance auditing.
10. Oversee suppliers on audit finding remediation and support IT controllers on closure with relevant artifacts.
11. Assist service delivery manager in Incident and Change management.
12. Manage Third Party Risk Management engagement with FCRM suppliers for Product and Technology Function.
13. Additional Requirements:
1. Review and update documentation for the DORA project.
2. Participate in project meetings as required.
3. Collaborate across business functions for process and remediation activities.
4. Gather relevant information from third parties and facilitate any necessary meetings.
Knowledge and Skills:
1. 3-5 years experience in Service Delivery.
3. Experience in regulated industry.
4. Time Management.
5. Effective Communication - Verbal and presentation.
6. Attention to detail.
7. Contract Management.
This is a unique opportunity to work closely with our senior leadership team and contribute to the success of our organization.