Service Delivery Manager

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience.Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.For our business, for clients, and for youService Delivery Management

Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA) and Operational Level Agreements (OLA)

Owner of all Service Desk Processes (Incident, Problem Change etc.), amend and create new processes where appropriate

Own the Major Incident Management Process and align all stakeholders as appropriate to drive the resolution to SLA keeping all stakeholders informed of progress through regular communications during the lifecycle of the service event

Manage the service desk tool (s), enhance and innovate where appropriate;

Deliver the service in line with the project budget;

Maintain, monitor and improve services;

Liaison to customer for escalations and service quality;

Identify project risks and issues, maintain risk register, and issues logs;

Responsible for the efficiency and productivity of the service desk, regularly review the resource estimates and forecasts to support Service Delivery.

Operations Management

Overall responsibility for the IT operations and daily maintenance duties;

Ensure that all operational procedures are executed;

Responsibility for the testing and monitoring of all DR procedures.

Reporting

Ensure customer satisfaction levels are maintained;

Focus on internal OLAs and interdepartmental reports

Report on KPIs and SLA achievements, on daily, weekly, and monthly intervals where appropriate;

Major incident reporting;

Provide input/analysis on Staff Performance

Maintain & monitor customer satisfaction levels;

Present monthly service reviews to CIO;

Responsible for Customer Satisfaction (CSAT) survey;

Change/Problem Management

Coordinate activities for Change and Problem Management;

Ensure tools updated with relevant information;

Control workflow of problems and changes;

Vendor Management

Management of local and global suppliers;

Develop and maintain professional / trustworthy relationships with vendors;

Negotiate pricing and contract reductions where appropriate;

Complete vendor assessment forms;

Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections.

Compliance

Ensure project documentation is up to date (e.g. SOHB, ISO processes, etc);

Configuration changes as required (e.g. Categories, accounts, escalations, notifications, assets, forms, etc);

Own processes and ensure customer requirements are met (Infosec, compliance, etc).

Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project;

Support client audits with documentation and audit responses in relation to IT questions.

Competencies/Experience

3rd Level Degree in IT Discipline or similar;

3+ years in a management/leadership role delivering service against SLAs or agreed targets;

Strong leadership and influencing capabilities;

Good presentation skills and Communication skills;

Good documentation skills;

PM certification desirable;

Experience with OLAs, managing internal customers.

Experience in working with business auditors and the associated documentation

Experience with managing vendors, and budgets

Experience leading an IT team either in Supervisor, Team Lead or Manager role;

ITIL Certified v3 with experience in an ITIL environment,

Experience with Incident/Problem/Change management processes, experience in outsourced IT preferable, technical background in infrastructure required.

DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.