Service Delivery Manager

Company: Dell

Supports Service Delivery and Vendor Management functions for Dell Bank International d.a.c. and is responsible for Service Delivery Reviews with both Customers and Outsourced Service Providers as stipulated by the Bank Outsourcing Policy. Aligns Service Delivery and Vendor Management processes with local and European regulatory demands as well as ensuring appropriate SLA adherence through design reviews and monitoring oversight. Ensure that service levels are appropriately aligned to Bank and corporate policy, and strategic direction and investigates major service interruptions and service interruption resolutions to insure future stability of infrastructure and data. Evaluate problems analytically and systematically and develop appropriate corrective action, contributes to remediation of service failure and continuous improvement of delivery as well as is in charge of escalation point for service failures  Regularly attend staff meetings and facilitate meetings with customers and gives presentations when necessary. Ensures that customers have access to appropriate information in regard to overall service performance, planned service outages and changes to service profiles as well as provides regular feedback loop with customers through surveys and meetings.. Maintain key service delivery collateral such as Service Catalog, Vendor Risk Assessments, Vendor Review documentation as well as maintains repository of training materials, policies and procedures relating to Service Delivery and Vendor Management and develops and maintains communications plan for Vendor Management and Service Delivery function. Qualifications Essential Requirements:  Typically requires 8+ years of related experience with a Bachelor’s degree; or 6+ years with a Master’s degree; or 3+ years with a PhD; or equivalent experience  Service management and end-to-end service delivery experience to include business process analysis, implementing/monitoring ITIL processes Preferred certifications - ITIL, LEAN or Six Sigma Advanced contract creation, negotiation, and management skills preferable Advanced project management skills with the ability to manage multiple projects and meet deadlines on a continuous basis Benefits: Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

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