Operations Service Delivery Manager

Operations Service Delivery Manager

Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

The Opportunity

As the Operations Service Delivery Manager you will be responsible for developing effective working relationships with the Operations, Change and IT functions to ensure that we build strong foundations that supports the application of existing and more modern technologies.

As the Operations Service Delivery Manager you will be the manager for 2 Business Test Leads and you will be based in the Business Improvement Area and report to the Operations IT Engagement Lead. However this is a visible and collaborative role within Diligenta, and you will be expected to work closely with the various teams in Operations, Change and IT.

You'll be:

• Develop and maintain consistent reporting of "system issues" across all operational teams that gives us meaningful information about where the problem areas are
• Root cause analysis to identify key technical pain points, then work with our IT colleagues on options and recommendations to improve
• Build strong working relationships across all Operational, Change and IT teams
• Work closely with the IT Help Desk to understand key drivers for improvement and how we drive a more stable IT infrastructure
• Develop working relationship with the Ops Readiness Manager / Team to support the delivery of IT driven change
• Take the operational lead on release management to ensure we identify and overcome any blockers/challenges and maximise delivery
• Lead operational activity, liaising with our Operational Resilience team surrounding disaster recovery, planned outages and BCP testing
• Be the conduit to drive closer working relationships between Operations, Change and IT
• Manage and support the 2 test leads

You should apply if you have:

• Experience in Service Delivery Management and delivering to tight timescales
• Experience of people management and delivering exceptional customer service
• Experience in creating and developing effective test plans, including testing types, techniques and test design
• Experience in engaging and communicating clearly with stakeholders, management & 3rd parties
• Experience in managing internal and external stakeholders
• Some experience of business analysis and solution development
• Experience of system problem analysis and tools, methods and techniques for resolving issues
• Experience of administration environments, preferably in a Financial Services context

The Perks

• 25 days holidays + 8 bank holidays
• Free parking, onsite gym and restaurant
• Discretionary annual bonus
• Company pension
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
• Develop your career through a wider global organisation of the TCS family