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Apex Group
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Service Delivery Manager

Service Delivery Manager

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Apex Group

4 - 9 years

8 - 12 Lacs

Bengaluru

Posted:2 days ago| Platform:

Apply

Skills Required

presentation skills problem management change management service delivery management itil vendor management service quality service operations project documentation documentation itil certified service desk team leading service improvement vendor

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience.Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.For our business, for clients, and for youService Delivery Management:

Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA) and Operational Level Agreements (OLA)

Accountable and responsible for all Service Operations Processes (Incident, Request, Problem, Capacity etc.), amend and create new processes where appropriate.

Take ownership of all major incidents and coordinate efforts across multiple teams and departments from identification through resolution.

Coordinates the activities for Problem Management.

Send clear and regular communications to various stakeholders during major incidents to keep everyone informed.

Manage the service desk tool (s), enhance and innovate where appropriate.

Maintain, monitor and improve services.

Liaison to customer for escalations and service quality.

Identify project risks and issues, maintain risk register, and issues logs.

Ensure that all operational procedures are executed.

Responsibility for the testing and monitoring of all DR procedures.

Reporting:

Ensure customer satisfaction levels are maintained.

Report on KPIs and SLA achievements, on daily, weekly, and monthly intervals where appropriate.

Major incident reporting.

Provide input/analysis on Staff Performance

Maintain & monitor customer satisfaction levels.

Vendor Management

Management of local and global suppliers.

Develop and maintain professional / trustworthy relationships with vendors.

Negotiate pricing and contract reductions where appropriate.

Complete vendor assessment forms.

Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections.

Compliance

Ensure project documentation is up to date (e.g. SOHB, ISO processes, etc).

Configuration changes as required (e.g. Categories, accounts, escalations, notifications, assets, forms, etc).

Own processes and ensure customer requirements are met (Infosec, compliance, etc).

Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project.

Support client audits with documentation and audit responses in relation to IT questions.

Competencies/Experience:

3rd Level Degree in IT Discipline or similar.

3+ years in a management/leadership role delivering service against SLAs or agreed targets.

Strong leadership and influencing capabilities.

Good presentation skills and Communication skills.

Good documentation skills.

PM certification desirable.

Experience with OLAs, managing internal customers.

Experience in working with business auditors and the associated documentation.

Experience with managing vendors, and budgets.

Experience leading an IT team either in Supervisor, Team Lead or Manager role.

ITIL Certified v4 with experience in an ITIL environment,

Experience with Incident/Problem/Change management processes, experience in outsourced IT preferable, technical background in infrastructure required.

DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

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Apex Group

Financial Services

London

Over 5,000 Employees

1276 Jobs

Key People

Peter Hughes

Founder and CEO
John B. McCarthy

Chief Financial Officer
Lillian Wong

Head of Corporate Development

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Service Delivery Manager