Service Delivery Manager
- Bangkok, Krung Thep Mahanakhon, Thailand
- Permanent, Full time
- FIS Global
- 15 Oct 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.
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.