The Service Delivery Operations Specialist will be responsible for overseeing and managing the daily operations of the service delivery team. This role involves leading a small team, handling service level reporting, and resolve any potential defects. The ideal candidate will have strong leadership skills, a keen eye for detail, and a thorough understanding of service delivery processes.
Key Responsibilities:
1. Team Leadership
- Lead, mentor, and manage a small team of service delivery analysts.
- Foster a positive and collaborative team environment.
- Conduct regular team meetings to discuss goals, performance, and improvement strategies.
2. Service Level reporting
- Establish and manage the weekly reporting of the Service level agreement.
- Ensure the Service Level agreement is met by the Service Delivery Team.
- Coordinate and execute end-to-end testing activities, ensuring quality and efficiency.
3. Control Risk Testing
- Design and implement control risk testing frameworks and procedures.
- Conduct regular control risk assessments and testing to identify potential issues.
- Collaborate with stakeholders to address and mitigate identified risks.
4. Service Delivery Operations
- Oversee the daily operations of the service delivery team to ensure timely and efficient service.
- Monitor service delivery metrics and KPIs to ensure targets are met.
- Implement continuous improvement initiatives to enhance service quality and efficiency.
5. Stakeholder Management
- Build and maintain strong relationships with internal and external stakeholders.
- Act as the primary point of contact for service delivery-related inquiries and issues.
- Provide regular updates and reports to senior management on service delivery performance.
6. Documentation and Reporting
- Maintain comprehensive documentation of processes, procedures, and testing results.
- Prepare and present regular reports on service delivery operations, testing outcomes, and risk assessments.
7. Technical skillsets
- Mainframe, COBOL, Java, Cloud Architecture (i.e., AWS)
- Able to troubleshoot across the different environment by identifying the technical root issue.
- Provide recommendation to resolve the technical root issues and facilitate further discussion with the technical teams.