Service Delivery Operations Specialist
4 days ago
Role Overview
Cpl Healthcare is seeking an experienced Service Delivery Operations Specialist to support the Senior Service Delivery Manager in various activities.
- The successful candidate will be responsible for reviewing and analyzing reports and dashboards provided by suppliers, ensuring all SLAs and KPIs are met as per contract.
- They will attend Service Reviews and operational calls as a key stakeholder, ensuring terms of reference are upheld.
- The role involves preparing reporting to provide an overview of all vendors' performance and distributing it to agreed stakeholders as per agreed timelines.
- Additionally, they will establish and report on Continuous Service Improvement plans in collaboration with Vendor Service Delivery Managers.
- Collaboration with suppliers and third parties on 3rd party process development is also required.
- The ideal candidate will review documentation and provide feedback as per ITIL best practices internally and externally as needed.
- Supporting the IT Controller to ensure all IT controls are reported on time and available for compliance auditing is another key responsibility.
- Overseeing suppliers on audit finding remediation and supporting IT controllers on closure with relevant artefacts is also part of this role.
- Lastly, the successful candidate will support service delivery manager on Incident and Change management, as well as manage the Third Party Risk Management engagement with FCRM suppliers for Product and Technology Function.
Key Responsibilities
- Review and update documentation as required.
- Engage in project meetings as necessary.
- Collaborate across business functions for process and remediation activities.
- Gather relevant information from third parties and facilitate any meetings required.
Requirements
- 3-5 years of experience in Service Delivery.
- Logical Reasoning.
- Oversight of IT Controls.
- Experience in a regulated industry.
- Time Management.
- Effective Communication Skills - Verbal and presentation.
- Attention to detail.
- Contract Management.
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