Operations - Operation Services Specialist - Vice President

  • Competitive
  • Singapore Singapore Singapore SG
  • Permanent, Full time
  • Deutsche Bank APAC
  • 18 Aug 18 2018-08-18

Operations - Operation Services Specialist - Vice President

Operations provides support for all of Deutsche Bank's businesses to enable them to deliver transactions and processes to clients. Our people work in established global financial centres such as London, New York, Frankfurt and Singapore, as well as specialist development and service centres in locations including Bucharest, Moscow, Pune, Dublin and Cary. We process payments in excess of a trillion euros across the bank's platforms, support thousands of trading desks and enable millions of banking transactions, share trades and emails every day.
A dynamic and diverse division, our objective is to make sure that all our services are executed in a timely and professional manner, that risk is minimised and that the client experience is positive. We are proud of the professionalism of our people, and the work they do. In return, we offer excellent career development opportunities to foster skills and talent. Position Overview

The Service Assurance Function within GTB Production has been created to proactively manage and drive change across the group whilst being responsible for the continued stability and service standards.

The following lists the team responsibilities:

  • Programme and Project Support
  • ITIL Process Governance and maturity (Incident, Change, Problem, Service Request and Knowledge)
  • Implementation of and improved compliance across all Key Performance Indicators
  • Reduction of Technical Debt i.e. .Incidents - Known Error Records
  • Federated GTB process ownership across the ITIL Framework
  • Production Event Readiness
  • Dashboards, MIS and reporting standards
  • Close coordination with the Central - Global Service Assurance Team
  • Service Stability both reactive and proactive
  • Service Level Management Ownership for GTB Production Support Teams
  • Proactive Risk Identification and escalation

    The Service Assurance Specialist acts as a hands-on process Governance SME responsible for executing several tasks in relation to the required services within the GTB Production environment.

    The Service Assurance Specialist role supports the respective Towers, providing expertise, enhanced governance controls and assistance to ensure process adherence. The GTB Service Assurance Team are also the primary point of contact in GTB for the Central ITIL Teams and Central Service Assurance Team ensuring we are aware of all process changes and are a key driver for future process change.

    In addition to the governance role, the Service Assurance Team has responsibility for process driven service stability - service improvements across the group, such as Production Event Readiness, data mining and trend analysis, escalating potential stability Risks to the Production platform and coordinating the removal of manual workarounds via the ITIL Framework.

    Tasks - Responsibilities:
    • Actively monitors and seeks opportunities, new methods, trends, capabilities and products to the advancement of the organisation
    • Good understanding of the DB Key Operating Procedures for all ServiceNow ticket types
    • Provide regular and reliable reporting of relevant data to meet management requirements
    • Proactive reviews of upcoming Events which may require change restrictions
    • Ensure all Change restrictions in place for all known Production Events
    • Protecting stability by proactively challenging dates for scheduled changes
    • Continued engagement with all Command Centre Teams, ensuring ITIL process and tool alignment
    • Awareness of all processes used across the GTB Team ensuring all silo processes are removed
    • Support all members of the Global Team with process knowledge
    • ITIL Process Maturity and communications
    • Provide KOP training sessions to the Global Team via virtual meeting rooms
    • Ownership of dashboards and MIS which can be monitored on a regular basis
    • Analysis of monthly KPI results (across all ITIL functions), arranging feedback and agree action plans where required
    • Perform ITSM Ticket Trend Analysis and work with Client Service Managers to act-on analysis
    • All ‘manual workarounds' performed by support teams to be published as Knowledge Articles and removed via the Problem Management process
    • Ownership of internal audits on published Application Runbooks with L2 and L3 Teams
    • Ownership of internal audit on Problem, Incident, Change and Knowledge data
    • Protecting stability by proactively reviewing individual high priority Problem Records and performing read across techniques
    • Identify and escalate Production stability risks
    • Provide input and contribute in Production Management related audits
    • Drive continual service improvements across the Global Team
    • Owner of the Federated Problem Management process - GPP
    • Deputy for the GTB Service Assurance Lead as required
    • Chair Monthly Governance Calls with GTB Production Support Team
    • Service Level Management process ownership
    • Removal of Technical Debt across GTB Production
    • Identify synergies between GTB Technology and Operations

      Experience | Exposure (Recommended):
      • +5 years' experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function
      • SME for one of more ITIL Process (Incident, Problem, Knowledge, Change and Service Request Management)
      • Proven experience in data analysis - data mining
      • Experience of creating Key Operating Procedures and Working Instructions
      • Understanding of Service Level Management
      • Service Management experience within a global operations context
      • Ability to Lead virtual teams and in matrix structures
      • Experience of Business Objects would be advantageous
      • Working knowledge of incident tracking tools (i.e. ServiceNow, Remedy etc)
      • Knowledge of MS Excel or Tableau or other analytical tools
      • Excellent communication skills in order to deal with diverse teams
      • Can do attitude with the desire to be build strong relationships with various stakeholders
      • Ability to track and report on project-task progress, risk, issues, dependencies and performance
      • Experienced with the facilitation of project meetings, workshops and communication
        Education | Certification (Recommended):
        • Bachelor Degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (equivalent work experience or diploma)
        • ITILV3 Foundation Certificate

        Deutsche Bank offers a challenging and rewarding career where your contribution is valued and rewarded. We have an inclusive and friendly working environment coupled with excellent facilities and benefits.
        Deutsche Bank is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability.