Senior Service Delivery Expert

2 days ago


Dublin, Dublin City, Ireland CPL Full time
Job Summary

CPL seeks a Senior Service Delivery Expert to support the Senior Service Delivery Manager in various activities. Key responsibilities include reviewing and analyzing reports and dashboards from suppliers, ensuring compliance with SLAs and KPIs, attending service reviews and operational calls, and preparing reporting to provide an overview of vendor performance.

Key Responsibilities
  • Review and analysis of reports and dashboards provided by suppliers to ensure adherence to contractual terms.
  • Attendance at service reviews and operational calls as a key stakeholder.
  • Presentation of reporting to stakeholders as per agreed timelines.
  • Establishment and reporting on Continuous Service Improvement plans in collaboration with Vendor Service Delivery Managers.
  • Collaboration with suppliers and third parties on 3rd party process development.
  • Review and feedback on documentation according to ITIL best practices.
  • Support for the IT Controller in ensuring timely completion of IT controls and availability for compliance auditing.
  • Oversight of supplier remediation following audit findings and support for IT controllers on closure.
  • Assistance to the Service Delivery Manager in incident and change management.
  • Management of Third Party Risk Management engagement with FCRM suppliers for Product and Technology Function.
  • Requirement to support the DORA project, including review and update of documentation, participation in project meetings, and collaboration across business functions for process and remediation activities.


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