Service Delivery Manager (Contract) – Up to £700 per day
Responsible to/Line Manager
Purpose:
The incumbent is responsible for the support the execution of tasks pertaining to deliverables for large scale outsourcing vendors and longer-term opportunities on internal service centres. This role is about ensuring that the contractual Terms are met, so you will need experience with supplier relationships and reporting to project team and participating in service delivery meetings at C-Suite Level.
Background:
The remit of the Operations Planning Department encompasses EMEA (all entities and countries, all business units and supporting functions) and includes the following groups:
- Transformation & Strategy Planning Group.
- Change Management Group.
- Service Management Group.
- Third Party Management (TPM
- Data Management Group.
Responsibilities:
- Manage the transition of services into an operational state working with internal stakeholders and vendor.
- Ensuring the vendor meets obligations (connectivity, transition, and implementation).
- Support drafting SoW’s and supporting functional leads in transposing their requirements to contractual terms.
- Coordinating with business leads to track and maintain progress on saving initiatives.
- Produce and embed outputs to ensure commercial and contractual negotiations remain on track.
- Work with the Supplier to implement a set of governance and management meetings and a set of management reports.
- Ensure Suppliers incident and problem management and escalation procedures are documented in collaboration with SME’s.
- Establish and Lead/participate in Service Review Meetings, which will be charged with overseeing and managing the performance and delivery of services under applicable SOW’s
- Supporting Audits and reviews
Knowledge
- Experience of working with BPO vendors and ability to demonstrate previous offshoring experience in the banking industry is essential.
- Strong business awareness, researching, investigating and problem solving.
- Demonstrable experience in governance and spend control in the banking industry necessary.
- Oversee large scale outsourcing Vendors.
- Establishing Governance
- Management of scorecards
- Stakeholder Management: Proven ability to build positive relationships with stakeholders of various jurisdictions and seniorities – with the ability to influence to gain agreement.
- Presentation: Ability to produce high quality materials to ensure informed decision-making and information sharing across senior stakeholders.