Operations Service Delivery Manager

DescriptionProvide support, direction, supervision and coordination of activities for First andSecond Line Teams and monitor their progress and expectations.- Refinement of Incident Management processes to align with ITIL/Six Sigma/ISO frameworkMeeting Incident SLA levelsAccountable to Head of Service OperationsResponsible for 1st & 2nd line Support/FrontLine Tech SupportMinimize the impact of Incidents that cannot be preventedOwnership of escalated Incident through to resolutionAble to produce reports on Key Performance IndicatorsProactively communicates status of tasksNotifies stakeholders of service impacting operations to negotiate timings**Requirements**:ESSENTIAL- Must have substantial professional experience of leading a Service Delivery Team- Certification in Operations discipline in any one of the following ITIL/Six Sigma/ISO- Competent in the use of Linux/Unix/SQL.- Knowledge of using Monitoring Tools such as App Dynamics - OpsGenie - Nagios- Ability to write reports and business correspondence- Use data to drive better outcomes- Ability to effectively present information and respond to inquiries from clients,skills that develop client confidence, respect and develop cooperative relationshipswith all levels of people throughout the organisationDESIRABLE- Experience in the financial services sector- Knowledge of Oracle SQL- Knowledge of back office technologies- Vendor management and contract negotiation experience- Proficiency in MS Word, Excel, PowerPoint, BI tools5 years