Service Delivery Manager
Core
Key contact for regional delivery organizations, managing major issues, performing in-depth analysis, and ensuring service delivery quality for clients.
Role type
Senior Service Delivery Manager (IT Operations)
Builds
Service delivery operations, incident management, and service readiness for financial institutions
Domain
Banking / Financial Services / IT Operations
Required skills
Service management (ITIL), SLA/KPI definition, incident management, root cause analysis, stakeholder management, process improvement, multi-system support coordination
Preferred skills
COBIT 5 certification, banking business understanding, conflict resolution
Technologies
ITIL, COBIT 5, Service monitoring tools
Responsibilities
Monitor and explain variance of service operational metrics; coordinate service restoration for major incidents; identify root causes and implement remedial actions; align with stakeholders on process changes; liaise with architects for non-functional requirements; ensure service readiness and smooth transition from project to operations; manage on-duty shifts for emergency interventions.
Seniority
Senior, hands-on IC