▷ Apply in 3 Minutes Service Delivery Manager

The Apex Group was established in Bermuda in 2003 and is now one of the world s 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 That s 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 we ll 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 you Service 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 OLA s and interdepartmental reports Report on KPI s 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 OLA s 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 Disclaimer Unsolicited 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