Urgent Service Delivery Specialist required to support the Senior Service Delivery Manager across the following activities:
1. Review and analysis of reports and dashboards provided by suppliers ensuring all SLA’s and KPI’s are as per contract.
2. Attendance of Service Reviews and operational calls as a key stakeholder.
3. Ensure terms of reference of Service Reviews are upheld.
4. Prepare reporting to provide an overview of all vendors' performance.
5. Distribute reporting to agreed stakeholders as per agreed timelines.
6. Establish 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 as per 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 artefacts.
11. Support service delivery manager on Incident and Change management.
12. Manage the Third Party Risk Management engagement with FCRM suppliers for Product and Technology Function.
13. Requirement to support the DORA project:
1. Review and update documentation.
2. Engage 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 meetings required.
Knowledge and Skills
* 3-5 years experience in Service Delivery.
* Logical Reasoning.
* Oversight of IT Controls.
* Experience in regulated industry.
* Time Management.
* Communication Skills - Verbal and presentation.
* Attention to detail.
* Contract Management.
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