| Job Description: |
The SDM (Service Delivery Manager) is the primary point of contact to the LOB (Line of Business) customer in dealing with all day to day technology service issues from end to end on a 7X24 basis. They require the ability to deal with and interact with Senior Level Executives from the business and communicate in a clear and concise manner responding to any and all service concerns regarding the support and/or restoration of service issues. They are required to drive service excellence by identifying and introducing 'best practice' service management principles and evangelizing them throughout IT including all IT Functional Towers, Application Development and GTI. The SDM is required to identify and drive methodologies and processes that support world class standards of Production Stability and identify and manage key targeted areas for improvement. Drive to ensure that SLA's exist across all service platforms and that BAU activities remain within the stated SLA's. Drive and manage clear and pragmatic key service management activities, including Incident Management, Problem Management, Change Management oversight and Release Management in a consistent and robust model. Communicate with all stakeholders on a regular basis with respect to Service Management progress and performance
Key Responsibilities
Relationship Management
- Voice of the Customer (Defines and expresses needs of the customer)
- Line of Business Subject Matter Expert to GTI and Ti
- Manage relationship and serve as primary contact between Application Developers, Ti, and GTI
- Communicate and coordinate activities related to change management in conjunction with PAC
- Manage the Exception to Standards Process
- Communicate upcoming projects with potential impacts to the LOB
- Co-ordinate MEPC Command Centers, liaising with all Business units.
- Disaster recovery and Business continuity liaisonConduct periodic surveys to report on level of client satisfaction
- Understand product service delivery needs for compliance with all local/ regional regulatory laws and policies
- Review and approve production changes related to MEPC which may impact or cross impact TS.
Incident Management
- Drives and provides leadership, coordination, and escalation during critical outage incidents and crisis events involving infrastructure and application to ensure the timely resolution of high impact, high volume, and high visibility problems. Drives ownership accountability and ooriginates and manages the Management Bridges for P1S1 issues. Drives the local AD Support Teams to manage all P1S1 incidents with the GTI support, TS Ti Support, users who reported the issue, and the TSS PAC teams.
- Mitigation of impact, follow up. Business workarounds and DR invocation require fall back to BAU processes/setup
- Vetting of communications and pages sent out by P1M or TSS PAC CC to AD Teams for approval.
- Provides leadership for high profile P1S2 and S3 incidents that could potentially lead to more significant impact or those incidents which are currently on the Senior Management watch list
Problem Management
- Execute problem management processes and ensure they are up to date
- Ensure incident documentation is accurate and complete
- Coordinate analysis of incidents to identify root causes and remediation activities in order to prevent recurrence, reduce meantime to repair in other incidents, and identify areas for improvements
- Provide Ti and GTI representation for vendor discussions
- Liaise with cross impacting LOBs to ensure the Problem Mgmt Process is performed on incidents relevant to TS
- Follow ups on Action Items and reviews of Root Cause documents
CIPs and SIPs
- Lead Service Improvement Programs (SIPs) and Continuous Improvement Programs (CIPs)
- Responsible for initiating, promoting, executing and tracking Service Improvement Program activities using firm defined Six Sigma methodologies
- Manage resulting action items
- Engage appropriate resources to solve chronic issues
Risk Management
- Fluent in and work to assist in addressing audit & security issues and activities across the defined application sets and ensure proper mitigation.
Adhoc Request & Issues
- Own, Manage and Drive any and all ad-hoc request, issues and programs as required for all technology related service issues.
About TS Technology
TS International Technology is a global technology organization that is responsible for the systems processing for international Treasury Services branches in EMEA, Asia & LATAM. The team responsible for Low and High Value payments, DDA, and local clearing links for these branches as well as a number of global utilities, SWIFT and OFAC. The team is based in Bournemouth, Mumbai, Hong Kong, Singapore, Tampa and San Paulo.
- Degree a plus but not required if appropriate work experience is evidenced around Service Delivery experience in the banking environment.
- ITIL Practioner or ITIL Service Manager level qualification an advantage
Key skills
- Demonstrated experience in IT Service and Delivery Management principles with a proven track record of delivering results and introducing key ITIL disciplines and practical project management techniques to programs.
- Must maintain excellent verbal and written communication skills. Able to translate complex technical issues into plain English, easily digestible for customers and stakeholders
- Must demonstrate a proven track record of dealing with senior level executives.
- An in depth technical knowledge and track record of effecting service management changes within a high-availability environment
- A consistent attitude and respect for high quality standards and maintaining this despite competing pressures
- A strong relationship builder who develops and maintains relationships to help attain targets. Able to share information across teams, business lines and geographies
- Comfortable working in a demanding fast-paced, customer-focused organization, undergoing change. Flexible and able to adapt to new situations as the business demands
- Commercially astute and able to identify with critical business needs and issues
- Influential and able to persuade peers and stakeholders (at various levels) and thereby overcome resistance to change and sustain support
- Innovative and able to create new ways of working, which are effective, efficient and easily accepted
- Prior experience in managing staff
About J.P. Morgan
J.P. Morgan serves one of the largest client franchises in the world. Our clients include corporations, institutional investors, hedge funds, governments and affluent individuals in more than 100 countries. J.P. Morgan is part of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.1 trillion. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase serves millions of clients and consumers under its J.P. Morgan and Chase, and WaMu brands.
JPMorgan offers an exceptional benefits program and a highly competitive compensation package.
JPMorgan is an Equal Opportunity Employer.
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