As a Service Delivery Manager (SDM), you will be the focal point for major issue management, participating in incident restoration, providing communication to stakeholders and driving investigations and improvement plans. You will liaise with business and technology partners to understand problems and opportunities and will oversee service availability, and service improvement plans on behalf of the business partners to ensure that Service Level Agreement commitments are met. Your ability to drive operational efficiency and your understanding of business vision, objectives and key performance indicators will contribute to the organization’s overall business results.
Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.