An exciting opportunity for a Service Delivery Manager to take care of the day to day operations of the IT Service Desk in the banking industry.

Mandatory Skill(s)

  • Diploma/Degree in IT or Communications or relevant qualifications;
  • 5 – 8 years’ experience in Infrastructure service delivery and management within Financial Services;
  • Experience supporting desktops, servers, infrastructure related services;
  • Good experience and expertise in Stakeholder management, Vendor management, Change management, Risks and Issue Management;
  • Ability to drive and motivate the team to meet tight deadlines;
  • Must be result oriented and ensure that SLAs are met and proactively suggests in service improvements;
  • Should be a good leader with strong interpersonal and communication skills;
  • Ability to interpret and represent technical issues to stakeholders.

Desirable Skill(s)

  • ITIL Certified.

Responsibilities

  • Manage the overall Service desk activities and supervise service desk agents;
  • Ensure that overall Infrastructure Service Delivery is as per SLA;
  • Maintains the high quality of services to the business and ensure that service is consistency, always available and high quality;
  • Work closely with other IT team and vendor relationship to ensure the overall service delivery;
  • Responsible for risk management, issue management, incident management and overall escalation/ risk mitigation of overall services;
  • Work within the framework and adhered to the organization and regulatory practices/processes/guidelines/checklist;
  • Provide KPI reporting and data trends analysis on incident and problem ticket metrics for service improvement;
  • Keep all stakeholders updated and proposed any improvements continually;
  • Identify and prioritize the root cause of issues and check that they are resolved in timely manner;
  • Take on hands-on role by managing urgent, escalated and complex support issues;
  • Establish continuous service improvement framework for service management;
  • Assist in overall Governance, Audit and overall resolution on service management;
  • Managed the overall outsourced activities including items/issues and site inspections;
  • Perform checks and review to ensure that service and business level agreements are met;
  • Develop effective and workable framework for managing and improving customer IT support in the organization
  • Any other tasks as assigned from time to time.
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