Service Delivery Analyst
4 days ago
Urgent Service Delivery Specialist required to support the Senior Service Delivery Manager across the following activities:
- Review and analysis of reports and dashboards provided by suppliers ensuring all SLA's and KPI's are as per contract.
- Attendance of Service Reviews and operational calls as a key stakeholder.
- Ensure terms of reference of Service Reviews are upheld.
- Prepare reporting to provide an overview of all vendors' performance.
- Distribute reporting to agreed stakeholders as per agreed timelines.
- Establish and report on Continuous Service Improvement plans in collaboration with Vendor Service Delivery Managers.
- Collaborate with suppliers and third parties on 3rd party process development.
- Review documentation and provide feedback as per ITIL best practices internally and externally as required.
- Support the IT Controller to ensure all IT controls are reported on time and available for compliance auditing.
- Oversee suppliers on audit finding remediation and support IT controllers on closure with relevant artefacts.
- Support service delivery manager on Incident and Change management.
- Manage the Third Party Risk Management engagement with FCRM suppliers for Product and Technology Function.
- Requirement to support the DORA project:
- Review and update documentation.
- Engage in project meetings as required.
- Collaborate across business functions for process and remediation activities.
- Gather relevant information from third parties and facilitate any meetings required.
Knowledge and Skills
- 3-5 years experience in Service Delivery.
- Logical Reasoning.
- Oversight of IT Controls.
- Experience in regulated industry.
- Time Management.
- Communication Skills - Verbal and presentation.
- Attention to detail.
- Contract Management.
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