Service Delivery Manager

  • Negotiable GBP
  • Bangkok, Krung Thep Mahanakhon, Thailand Bangkok Krung Thep Mahanakhon TH
  • Permanent, Full time
  • FIS Global
  • 18 Sep 18 2018-09-18

JOB SUMMARY: We have an exciting role in our Thailand office as a Service Delivery Manager. This person will direct and control all support activities required to maintain a high level of availability and stability for one or more applications including incident/problem analysis and resolution, change deployment and certification, application performance, application operations management and development support.

Job ID: 58102


GENERAL DUTIES & RESPONSIBILITIES:

  • Provide leadership for service delivery team including planning, coaching, recruitment, selection, performance development and mentoring.

  • Monitor staff performance, work with employees to implement goals and document progress.

  • Manage resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools.

  • Manage staff to ensure all duties are performed in an accurate and timely manner.

  • Develop and implement department policies and procedures.

  • Ensure deadlines and production schedules are met and reallocate workloads as necessary.

  • Performs resource planning and allocation and supports direct reports in meeting work requirements.

  • Assess strengths and development needs of employees and provide challenging assignments and opportunities for development.

  • Manage team expenses within budget constraints and provides financial and quantitative information in support of group and company reporting and goals.

  • Execute company policies and practices and serve as a channel for company communications.

  • Assist in managing the computing environment to protect the production applications critical to the success of the business.

  • Deliver a computer operations environment that meets all service level agreements, e.g., 24/7 availability, response time parameters, etc. and availability targets.

  • Assist other IT management team members to establish strategies and priorities for overall IT operations by analyzing and understanding the current and future IT operation needs.

  • Develop and recommend tactical and strategic plans for information processing operations.

  • Identify and recommend cost-saving and continuous improvement initiatives within the information processing area.

  • Ensure all backup and recovery and disaster recovery processes will meet or exceed business requirements.

  • Develop and maintain team standards and procedures that support departmental standards and procedures.

  • Manage internal and external communications/escalations on issues.

  • Understand processing environments for supported products and services.

  • Utilize variable staffing models, which includes contractor and co-source models, processes/practices.

  • Encourage inter-team, inter-department and inter-organizational team work to accomplish goals and objectives.

  • Other related duties assigned as needed.

EDUCATIONAL REQUIREMENT:

  • Bachelor's degree or the equivalent combination of education, training, or work experience


GENERAL KNOWLEDGE, SKILLS & ABILITIES:

  • 6-8 years' experience in operation management or outsourcing project in the banking and financial industry.

  • Requires strong management, organizational, team building, coaching and mentoring skills.

  • Requires strong business skills, industry knowledge, financial management and planning skills, long-term vision and executive presence.

  • Considerable knowledge of all operations lifecycle phases, e.g., requirements definition, risk management, implementation, deployment, maintenance.

  • Considerable knowledge of IT production administration and operations activities and controls.

  • Knowledge of software development lifecycle (SDLC) methodologies and integrated controls.

  • Technical knowledge of information technology networks, systems, peripherals and software applications

  • Knowledge of all types of testing, e.g., unit, component, integration, system.

  • Strong knowledge of FIS products and services and business operations.

  • Ability to formulate, implement and evaluate plans, programs and procedures applicable to the information processing operations.

  • Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making, often based on limited information and/or under extreme conditions.

  • Communicates ideas both verbally and in written form in a clear, concise, and professional manner appropriate to audience including executive levels.

  • Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public.