Service Delivery Specialist
Job Summary:
Urgent Service Delivery specialist required to support Senior Service Delivery Manager in various activities.
Key Responsibilities:
* Review and analyze reports and dashboards provided by suppliers, ensuring SLA's and KPI's meet contract requirements.
* Attend Service Reviews and operational calls as a key stakeholder.
* Maintain the terms of reference for Service Reviews.
* Prepare reporting on vendors' performance.
* Distribute reports to agreed stakeholders within agreed timelines.
* Establish and report on Continuous Service Improvement plans with Vendor Service Delivery Managers.
* Collaborate with suppliers and third parties on 3rd party process development.
* Review documentation and provide feedback according to ITIL best practices internally and externally as required.
* Support the IT Controller to ensure all IT controls are reported on time and available for compliance auditing.
* Oversee suppliers on audit finding remediation and support IT controllers on closure with relevant artifacts.
* Assist service delivery manager with Incident and Change management.
* Manage the Third Party Risk Management engagement with FCRM suppliers for Product and Technology Function.
* Support the DORA project by reviewing and updating documentation, engaging in project meetings, collaborating across business functions, and gathering information from third parties.
Requirements:
* 3-5 years experience in Service Delivery.
* Logical Reasoning.
* Oversight of IT Controls.
* Experience in a regulated industry.
* Time Management.
* Effective Communication Skills - Verbal and Presentation.
* Attention to detail.
* Contract Management.