Service Reporting Analyst, Technology Service Delivery (Senior Associate)

  • Competitive
  • Singapore Singapore Singapore SG
  • Permanent, Full time
  • Bank of Singapore
  • 22 May 18 2018-05-22

Service Reporting Analyst, Technology Service Delivery (Senior Associate)

At Bank of Singapore, we are constantly on the lookout for exceptional individuals to join our team. We promote a culture of openness, teamwork and fairness. Most importantly, we invest in our people through our programmes that develop them on both professional and personal levels. Besides attractive remuneration packages, we offer non-financial benefits and opportunities to develop your potential within OCBC Group’s global network of subsidiaries and offices. If you have passion, drive and the will to succeed, rise to the challenge today!

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Start your career with Bank of Singapore as a Service Reporting Analyst in the Technology Service Delivery team! !

The scope of this role is to ensure that all service level agreements (SLAs) for information technology services across the organization are delivered according to specifications. This includes developing, managing, administering service management best practices through to Service Reporting.

This role will act as a facilitator between IT departments and its clients in order to define and maintain the SLAs required for each business unit and countries. This role is also the Process Manager for the Service Level Management and Service Reporting Processes.

Service Level Management (SLM) negotiates, agrees and documents appropriate IT service targets with representatives of the business, and then monitors and produces reports on the service provider's ability to deliver the agreed level of service.

Responsibilities

  • Enhance the team's working relationship with technology, operations and business stakeholders. Regular Service Review Meetings and service delivery management with escalation management.
  • Construct and own the Service Review process by establishing the mandate and tracking of periodic service review performed for each service and country, which include the tracking of SLA misses, formulation of corrective actions and capturing of business opportunities.
  • Collates/publishes the Key Performance Indicators (KPI) - ensure all indicators are reported, reviewed and escalated with narratives supplied and action plans updated.
  • Build and operate the Service Reporting capability in supporting the SLM's Service Reporting requirements and producing quality reports that are accurate, consistent and available.
  • Ensure delivery of stable, robust technology solutions to meet business needs via active management and measurement of performance, and continual service review/improvement.
  • Liaise and resolve issues relating to Service Level across BoS-IT.


Qualifications
  • At least 10 years of information technology experience including prior leadership experience in Service Management areas within IT organization. Has an excellent understanding of IT Service Management and proven track record in establishing IT Service Level Management and Service Reporting function within a diverse global organization.
  • Financial technology background experience.
  • Strong ability to work under pressure and systematic / analytical thinking are required.
  • A strong team player who takes ownership of issues and problems for close follow up in the respective areas.
  • Robust stakeholder management skills, with good verbal, interpersonal and written communications. Proficient communication skills (spoken and written) in direct customer facing with users at different levels - get things done, make things happen. Can demonstrate effective influencing skills in support of driving consistent application of standards across a global IT function.
  • Track record of driving improved operational performance through the application of standards and process.
  • Bachelor's Degree in an IT related discipline.
  • Qualified to ITIL v3 practitioner/intermediate level or similar qualification in Service Management.