Position Summary
The incumbent is an experienced Service Delivery Manager in the banking & payment solution domain, maintaining strong customer relationships and improving NETS services to maintain customer satisfaction.
The ideal candidate will be an excellent leader and will have experience managing staff of different disciplines to produce results in a timely and effective manner
Key Responsibilities
- Oversee aspects of the Managed Service and its related projects such as: Technical Suitability and Maintainability, Schedule, Cost, Requirements, Risks, Quality, Benefits etc
- Drive & manage the end-to-end processes of all the Change Requests and new developments, including ongoing or new SDLCs releases to live productions
- Oversee BAU production issues, inclusive of tracking and management of resolution times and root cause analysis to develop process improvements
- Manage and oversee technology vendors in provision of technology solutions and development
- Manage and supervise internal and external manpower resources to ensure SLA delivery and adherence
- Establish cohesive working relationships with internal & external stakeholders across all domains
- Lead and support development of project and resource budget plans, including estimations of mandays, P&L and project budgets.
- Manage all aspects of risks with proactive implementation of risk mitigation strategies
- Ensure program operations and activities adhere to legal guidelines and internal organization policies
- Proficient in reporting tools and presentation skills to develop detailed service level metrics and reports to present to senior management & relevant stakeholders
Requirements
- Degree in Technology related disciplines, with at least 8-12 years of progressive working experience in an Service Delivery Management role in medium to large sized organizations
- At least 5 years of experience of specific industry expertise within Banking & Finance, both operationally and strategically. Experienced in managing suite of banking/financial services hosted on Amazon Web Service platforms (or equivalent)
- Proven track record of delivery and leadership experience in enterprise-scale Managed Services projects, budget & resource management, and customer satisfaction with notable banking & finance clientele
- Industry knowledge or experience in the cards/payment, mobile applications and digital wearable niches are highly advantageous.
- Strong drive towards results with ability to see things through from end-end
- Excellent understanding of service delivery methodology
- Excellent written and verbal communication skills with an ability to maintain a high degree of professionalism through interactions with internal and external stakeholders across all levels
