Service Operations Manager

Where

New York, NY

What you'll be doing

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, company operational risk framework and internal company policies and standards. Ensuring the optimum performance from the services owned by global payments. Lead on both reactive and proactive incident management related activities. Build and maintain stakeholder relationships with key partners of the incident management processes. Responsibility for driving through root cause analysis, providing an effective interface into the problem management process. Build on and maintain excellent working relations with all technical support managers and contacts, sharing decision making and understanding technical calls on priorities. Co-chair regular service reviews with the business and operational component areas to review and document performance against SLA/OLA issues and capture successes. Produce and maintain robust service documentation for stakeholder consumption. Lead on service improvement activities. Work with service introduction to land new services into live. In role as configuration manager ensure that assets are maintained accurately for your portfolio of services. Assessment of all change activity that has the potential to impact any of your services via the formal change management process. Co-ordination of disaster recovery and resilience testing for your portfolio of services. Management of the risk position for your services via the established framework working closely with the service compliance colleagues.

What your background should be

6+ years experience of having worked in a service management role (or similar) managing complex, high profile services. 5+ years working knowledge of the ITIL process related disciplines (ideally incident management, problem management and service management). 5+ years working knowledge of the technologies that underpin the key services. E.G (UNIX, Mainframe / Windows / Oracle, MQ, connect, direct) preferred. High performer-proven track record of continually delivering against stretching objectives. The ability to interact with technical specialists and to decompose services into logical processes to aid investigation and triage of live service incidents. Awareness of technical architectures for systems. Knowledge of incident management including the use of the formal problem solving and decision making techniques.

Required Schooling / Training

Not specified

Who is the client company

This is a multinational banking and financial services company.

If you are interested in this position, send your resume to apply@kochdavis.com