AD, Service Delivery (Technology) with Renowned FI

• Minimum 9 years of experience in Service Delivery Management, preferably in Financial Industry using ITIL Processes and Best Practices (such as JIRA)
• Minimum 3 to 5 years of experience in leveraging data analytics for performance metric reporting and timely dashboard generation (such as SQL, Power BI, Tableau, Python-one of the 4 will suffice)
• Experience with managing multiple external vendors
• Hands-on IT Technical Experience is preferred (such as M365, Cloud, Network, Database, Software Applications) for engaging with Service Providers

Our client is an established FI.

For this role, you are part of the technology department and report to the Director (and work closely with the CTO).

As an Associate Director, Service Delivery, your key tasks are as follows:

ROLE AND RESPONSIBILITIES

• Lead and manage service level measurement process against performance and obligation metrics set in the service contracts while driving initiatives for continuous service improvements
• Provide data analysis and management reporting to evaluate operational effectiveness and efficiency using data queries across multiple data sources. Contribute to development of in-house solutions to strengthen monitoring and reporting.
• Monitor on-going IT service desk and VIP support functions to ensure best-in-class service delivery
• Consolidate feedback, identify potential process improvements, suggest tools to optimize service delivery and implement changes as required
• Define and manage projects for service improvement, problem remediation and resolution as per the SLA with the support of the service providers
• Liaise with the business for user escalations.
• Analyze business owners' third-party applications as well as their internal processes, and creating strategies for service delivery optimization
• Conduct operational meetings and business reviews with customers of all levels including executive level on service delivery

PREFERRED SKILLS

• Minimum 9 years of experience in Service Delivery Management, preferably in Financial Industry using ITIL Processes and Best Practices (such as JIRA)
• Minimum 3 to 5 years of experience in leveraging data analytics for performance metric reporting and timely dashboard generation (such as SQL, Power BI, Tableau, Python-one of the 4 will suffice)
• Experience with managing multiple external vendors
• Hands-on IT Technical Experience is preferred (such as M365, Cloud, Network, Database, Software Applications) for engaging with other Subject Matter Experts (Service Providers)
• Ability to work independently and perform multiple tasks simultaneously
• Good communication skills and pragmatic problem solver
• Hands-on despite being experienced/seasoned

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• A degree in Computer Science or equivalent

To apply, pl send your cv in word doc to resume@cap-cg.com . Pl also include details on your current salary, expected salary and notice period in your cv.

We regret to inform that only shortlisted candidates will be notified.

Posted by:
CAP Consulting (EA license: 14C7175)
Caroline Poh (EA Registration: R1105649)
Date ad is posted - 26 November 2022