Service Delivery Manager

Location: Durham

Salary: Salary dependent upon experience

Job ID: 162028

Role Description:

Responsible for the Service Management of the Atom’s Core Banking Platform and associated Third Parties.


Key Accountabilities/Responsibilities:

  • Oversee and manage the Bank’s Banking platform to deliver a 99.99% uptime

  • Develop an integrated Service Desk with Business Application Support to deliver a best in class service to colleagues across the Bank

  • Development of process to manage exceptions with documented process maps

  • Drive a program of continuous Service Improvement.

  • Implementation of Service Management framework to support a 24/7 Live Banking Operation.

  • Robust Incident and Problem management process to log monitor and escalate all cases to quick resolution with no repeat occurrences

  • Implementation and Management of Service reviews with outsourcing partners and 3rd parties


Essential Capabilities/Experience:

  • Experience of supporting 24/7 Live IT Operations in a financial services environment

  • Working knowledge of banking products and services

  • Good knowledge of Core banking applications and architecture

  • Experience in leading a multi skilled technical team in a customer centric environment

  • In depth Knowledge of the ITIL Framework

  • Working Knowledge of managing and outsourcing partners 3rd Parties

  • Good understanding of enterprise network and desktop architecture principles

  • Able to understand and direct the resolution to a wide range of technical incidents.

  • Reporting on KPI’s against contracted SLA’s


Desired Capabilities/Experience:

  • IITIL Certification

  • Working experience of operating a Service Desk and ITSM support tools

  • Working experience of ISO 9000 & ISO 20000

  • Experience of managing supplier relations with a Core Banking Provider

  • Operating Knowledge of Vendor Management & Selection processes

  • Degree Level or equivalent in technical based subject


Key Performance Indicators:

  • SLA Adherence

  • Time-to-fix/Resolution times

  • Cost of Failure

  • Customer Satisfaction