Job Title: Service Delivery Manager
Opportunity Overview:
This is a great opportunity to own accountability for the Enterprise Data Lake (EDL) and Enterprise Data Warehouse (EDW) & Regulatory Services systems portfolio to deliver continued high performance and contribute value to the overall Group Data Analytics Office / Data Solutions service offering, in the most cost-effective manner.
Responsibilities:
Manage and coach a mid-size team and provide governance and oversight to the third party team that deliver the technical services that make up the EDL and EDW & Regulatory Services systems.
Be accountable for the end to end technical service for EDL (ERS, Pega, Personetics) and EDW & Regulatory Services Systems (AAH, IFRS9, CCR, Ana Credit, CBMI, FATCA / CRS, CIE 1 & 2 & GDPR).
Ensure that risks are managed proactively within Group Data Analytics Office & Technology Services, ensuring alignment to the bank's policies and the Business Control Framework.
Act as the trusted reference point for all services within allocated portfolio representing GDAO / Data Solutions to all key partners, including service & vendor performance, risk profile and day to day technical operations.
Represent the IT Service in governance sessions and with customers when supporting Service Managers and/or Service Partners.
Key Requirements:
8+ years experience in IT service management and service delivery with practical experience of service and process design, implementation and improvement.
Proven track record in governing and managing third party managed service providers.
Demonstrable experience in discussing technical issues with people at all levels (Customers, Vendors, Technology Services teams, Head of Service & Service Managers and other) and presenting service improvement initiatives to both technical and non-technical audiences at all levels.