外資系金融機関の転職求人

317 件

The Outsourcing Service Delivery Manager (SDM) is responsible for ensuring the delivery of high-quality IT services from external vendors. This role involves managing service quality, overseeing IT operations processes, coordinating transitions, and facilitating stakeholder communication to ensure seamless service delivery aligning with organizational standards and contractual SLAs.

●Key Responsibilities:
1. Service Quality and SLA Management
Monitor and evaluate the quality of IT services delivered by vendors against established SLAs and KPIs.
Identify performance deviations and lead corrective actions to address issues proactively.
Maintain ongoing communication with vendors to drive continuous improvement in service quality.

2. IT Operations Process Control and Improvement
Oversee the execution and adherence to ITIL-based processes such as incident, change, and release management.
Drive standardization and process improvements across different service towers to optimize operational efficiency.

3. Operational Handover Oversight
Identify systems/applications and operational scopes for transition to new vendors.
Ensure comprehensive knowledge transfer and a smooth operational handover, including mapping responsibilities between current and future vendors.
Assess vendor readiness based on predefined exit criteria and operational milestones during transition phases.

4. Coordination Across Stakeholders Related to IT Service Issues
Act as the central point of contact among business units, IT teams, vendors, and project/program teams to facilitate issue resolution.
Organize and facilitate regular service review meetings to evaluate performance, discuss challenges, and agree on improvement actions with vendors.

5. Relationship Management:
Act as the main point of contact between the client and vendor for operational matters.
Foster a collaborative partnership to resolve issues, manage risks, and enable innovation.

6. Service Performance & Reporting:
Conduct regular service review meetings with the vendor.
Prepare and deliver performance reports to stakeholders, highlighting achievements, issues, and improvement opportunities.

7. Transition & Transformation Support:
Support onboarding or transition of services to/from vendors.
Coordinate knowledge transfer, process documentation, and operational readiness.

8. Continuous Improvement:
Identify and implement opportunities for service optimization and cost efficiency.
Promote best practices and innovation in service delivery.

●Key Stakeholder Engagement:
Collaborate closely with Vendor Managers to monitor SLA performance and discuss improvement initiatives.
Work with the Demand Manager to understand workload demands and ensure service stability.
Coordinate with the Change Manager to assess operational impacts of change initiatives on service delivery.