IT Service Delivery Manager
4 weeks ago
SGS Société Générale de Surveillance SA is seeking a highly skilled IT Service Delivery Manager to join our Global Banking Technology & Operations team. As a key member of our team, you will be responsible for ensuring the stability of production systems for the AMER region and establishing effective governance frameworks.
Key Responsibilities- Implementing production practices using policies aligned with the ITIL framework, focusing on Incident, Problem, Change, and Monitoring Management
- Providing ongoing support to the AMER region for the ITSM tool SMAXX and serving as the Single Point of Contact (SPOC) for global coordination
- Managing Service Level Agreements (SLAs) for the AMER region, ensuring high compliance through the Service Level Management (SLM) process and monitoring green SLA percentages
- Leading initiatives to optimize or automate processes that enhance efficiency, improve policy adherence, or elevate user experience
- Taking charge of major incident resolution by coordinating transversal incident calls when necessary, including during out-of-office hours for critical issues
- Forming and overseeing working groups for large-scale projects that impact multiple business units or regions
- Collaborating with stakeholders from application and infrastructure teams to align IT Service Management processes and technology solutions with operational and user needs
- Gathering and documenting business requirements using a structured process, challenging assumptions, identifying dependencies, and analyzing data to inform decision-making. You will also recommend solutions based on risks, costs, and benefits
- Working closely with developers to clarify business needs and ensure that the development process meets these requirements
- Tracking progress and providing regular status updates to stakeholders and senior management, while identifying, reporting, and addressing risks and issues
- Responding to impromptu user requests on Unity and managing assessments
- Coaching and mentoring less experienced team members, fostering a culture of growth and innovation within the team
- Managing team priorities and organizing sprints to ensure the effective delivery of tasks
- Leading the team by onboarding new members, providing ongoing training, conducting one-on-one meetings, performing progress reviews, and scheduling daily activities to ensure smooth operations
- In-depth knowledge of ITIL and IT Service Management, with a proven ability to drive production practices, particularly Incident, Problem, Change, and Monitoring processes
- Strong knowledge of SMAX and the capability to support the AMER region effectively
- Strong understanding of Agile principles, particularly as they relate to production environments, and the ability to lead production leagues
- Ability to lead multiple initiatives simultaneously and handle Incident Management calls, with experience managing both applicative and infrastructure components
- Solid understanding of KPIs and KRIs in production environments, and the ability to manage and track these for the AMER region
- Good understanding of SLA and Service Level Management within the banking domain
- Strong knowledge of CRM roles and responsibilities within the banking sector
- Strong interpersonal and relationship-building skills, with the ability to work collaboratively across teams and regions
- Self-motivated, dynamic, and results-oriented, with strong analytical skills to drive continuous improvement
- Excellent oral and written communication skills, with a rigorous, structured, and detail-oriented approach
- Fast learning capacity and ability to make well-informed decisions quickly in a dynamic environment
English, French
Ability to communicate in English, both orally and in writing, is a requirement as the person in this position will need to collaborate regularly with colleagues and partners in the United States.
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