Lead Analyst - Service Manager (Finance Systems)

Position Overview

Service Manager is responsible to maintain high levels of service and to ensure that all IT operations activities are performed. You are the subject matter expert in technology and/or business domain.

You are responsible to drive both internal and external teams in the resolution of complex problems to esnure high resiliency and compliance to SLAs, KPIs and metrics relating to service performance and operations performance. You should possess strong analytical skills in the completion of service operations related activities and are responsible for tracking and analyzing important reports covering service performance metrics and operations activities.

Role & Responsibilities

Operational Planning

• Assist as Subject Matter Expert and Drive organizational capability to effectively apply service operations and maintenance framework

• Implement Response and Recovery Plans and activities relating improvements to service recovery

• Assist senior leaders in disaster recovery planning and activities

Operational Execution

• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes

• Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance

• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills

• Support and assist in high severity incidents and drive problem management meetings

• Assist in blueprints for operational support material for disciplines of applications are concise and complete. Covering (internal security and technology standards)

• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution

• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance

• Ensure all operational support material is complete and all process comply within internal security and technology standards

• Prepare and deliver status updates / report to management

• Provide Level 1.5 support

• Log and track problem tickets relating to S1/S2 or high impact issues

• Manage high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure

• Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)

• Maintain processes, templates and SOP, website and information related to incident and problem management

Team Development

• Provide guidance to the team to ensure the best support and best standarization of approaches possible for systems availability

Requirements

• At least 10 years of experience in relevant IT service management or systems delivery

• Degree in Computer Science or equivalent

• Strong problem solving and decision making

• Excellent analytical skills with “big picture” mindset and attention to relevant details

• Resilience, drive and get-things-done-correctly mindset

• Ability to work in a VUCA environment

• Ability to manage stress and workload effectively

• Effective and strong written, verbal communication and presentation skills

• Strong people management skills, ability to drive collaboration among staff, lead, motivate, train, inspire and encourage staff

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