Service Delivery Manager

Job Description

Are you an expert in incident and problem management Are you passionate about ensuring the service isavailable to its users Do you have a track record of influencing senior IT stakeholders Do you have provenability to lead innovation and continuous improvements through processes and toolsets We re looking for someone like that to: Collaborate in a centralized and global team whose role is critical in helping UBS deliver the service itsclients expect. Drive our strategic agenda to prevent technology incidents and reduce business impact, make IT availableto its users. Chair and drive root cause analysis sessions with diverse stakeholders across our technology organization. Proactively identify problem causes and take ownership of root cause analysis and resolution. Participate in problem management forums to improve our ability to achieve faster, accurate root causeidentification and elimination. Identify and implement improvement opportunities in incident management process. Collaborate with our peers to improve how incident management process interfaces with other processes. Refine stakeholder process and toolset requirements and support our toolset developers to seerequirements implemented successfully in production. Drive a positive behaviour and collaboration culture, by training, inspiring and motivating our stakeholdersto maintain immaculate standards in their operational execution.Your teamYou will be working in the EUS Engine Room Command Center. We are a brand new, diverse global teamwho govern the incident management framework to support stability and availability of applications andtechnology used by our business users. As an expert in incident management, you will play an important partin a team at the very core of the action. You will be in a position to influence and help our colleaguesexecute our defined standards. You will be acting as an incident management champion. You will use everycollaboration opportunity to promote the skills, behaviour and attitude we expect to identify and eliminatetrue root causes, resolve incidents faster and ultimately reduce business impact.You will also participate in continuous improvement activities and regular service reviews to identifyopportunities to reduce negative impact of IT services disruptions through smart monitoring, datacorrelations and automation to help our teams to keep shifting shift from Corrective towards Preventive . You will work with our peers and other teams to drive forward the Incident Avoidance and Incident Prediction by utilizing technologies like machine learning, automation, NLP and more., User centric mindset Ideally multiple years of hands-on experience in executing and managing large-scale incident and/orproblem management and governance in a technology function, ideally in the financial sector Expertise in root cause analysis and with the tenacity and passion needed to get to true root cause Strong data analysis skills with a proven history of being data-driven, analytical thinking ITIL foundation qualification Capable of producing accurate and concise information to tight deadlines; an excellent communicatorand able to present and communicate professionally and aligned to the target audience(Basic) understanding server, storage, database and middleware technologies; Microsoft technologies(Windows Server, Exchange, Skype, Teams, O365 cloud) Solid experience of using IT Service Management toolsets, ideally ServiceNow Proven experience of multiple project management methodologies Able to quickly identify solutions and manage priorities when issues arise Excellent interpersonal skills with skills in influencing, persuasion, negotiation and decision making Capable of translating verbose and technical narrative into succinct layman s terms

Keyskills :
service deliveryitilproject managementdeliveryslaservice managementproblem managementincident managementproject administrationimprovement activitiesitil foundation