Head of Service Delivery

29 Nov 2024

Vacancy expired!

Our client is a small independent Investment firm. This is a new role and the successful candidate will be responsible for ensuring the firm receives the right levels of service from internal and external service providers and key strategic partners. This is a pivotal role as the company seeks to embrace new technology and become a truly digital boutique investment firm. This role will work closely with, and report directly into the Chief Technology Officer, and will play a key part in defining, shaping, and executing the technology strategy, and delivering the future of technology at the firm. In addition to regular duties, this role will be required to deputize for the CTO on a regular basis. Key Responsibilities

  • Establish a framework for the aiding in the selection, management, and governance of internal and external service providers, aligned with industry best practices
  • Identify and partner with key strategic service providers to deliver best-in-class service
  • Develop a vendor strategy to guide decisions regarding technology service provider choices, both internal and external, in alignment with the firm’s strategy
  • Establish a process for the service provider lifecycle, including onboarding, monitoring and managing, and offboarding,
  • Ensure that the enterprise is receiving the right level of services at the right quality and price to support the needs of the business.
  • Work with the business to define the services and service levels (SLAs) needed to support business goals and objectives
  • Measure and manage performance against business-driven SLAs/OLAs, and benchmark with industry peers
  • Perform regular service provider reviews, audits, and spot-checks, and manage contractual compliance
  • Act as the escalation point for all end-user-facing support issues and service provider issues
  • Ensure consistency and integrity of end-to-end processes across service providers
  • Where needed, support the documentation of end-to-end processes to ensure alignment to business need
  • Provide a service integration capability, ensuring seamless handoff between providers, to provide a transparent service delivery to our professionals.
  • Own and manage all shared-services tooling and systems that support the service provider environment in the execution of their duties.
  • Ensure that disentanglement plans are in place ensure continuity of service through changes in the service provider landscape
  • Establish a data and analytics Center of Excellence,
  • Measure and improve both business and technology processes through process instrumentation and continuous improvement
  • Provide production and automation capabilities for the delivery of management reporting and dashboards
  • Develop a data strategy that positions the firm to leverage data as a strategic differentiator, providing the business with new insights and near-real-time visibility of critical operating metrics.
  • Create a continuous improvement capability that continually measures, evaluates, and improves operational efficiency
  • Leverage a shift-left strategy to move routine and commodity work to third parties, or eliminate it through automation
  • Provide regular operational reporting across the technology and business environment, tracking improvement investments and cost the avoidance/elimination gained from them.
  • Regularly examine how services are delivered and identify opportunities to migrate services to more effective and efficient models in support of the business
  • Qualifications
    • 10-15 years of experience in Service Management or Service Delivery, with strong knowledge of ITIL, COBIT, and general Information Security principles.
    • Strong data and analytical skills and intellectual curiosity is a must
    • General understanding of the financial service sector
    • Excellent written and verbal communication skills, as well as strong organization, prioritization, and project management skills
    • Ability to juggle multiple assignments while maintaining high quality work product and careful attention to detail.

    • ID: #23615365
    • State: New York New york city 10105 New york city USA
    • City: New york city
    • Salary: Depends on Experience
    • Job type: Permanent
    • Showed: 2021-11-29
    • Deadline: 2021-12-31
    • Category: Et cetera