Key Responsibilities

• Develop and maintain dashboards and reports to monitor KPIs and SLAs for internal teams and vendors to ensure service delivery meets agreed-upon standards.
• Drive accountability for both short-term and long-term improvement plans for functions not meeting KPIs/SLAs. Work with internal teams and vendors to address performance gaps and optimize service delivery.
• Establish, track, and report on KPIs and SLAs to ensure effective service delivery across each vertical and maintain alignment with business goals.
• Coordinate activities where existing processes are failing, taking corrective actions to bring delivery levels back in line with expectations.
• Monitor and coordinate action plans with vendors to meet KPIs. Serve as the point of contact for account governance and ensure smooth, effective service delivery from managed service providers.
• Drive and monitor the efficiency and effectiveness of incident, change, and problem management processes, ensuring that issues are resolved within the required timelines and standards.
• Provide input and recommendations to vendors regarding process improvements, helping them optimize their services and performance.

Required Skills & Qualifications

• Bachelor’s Degree in Service Delivery Management, IT Governance, or a related field.
• Minimum 3 years of experience in Service Delivery Management.
• At least 2 years of vendor management experience.
• At least 2 years of experience working with ServiceNow.
• Strong understanding of service delivery, ITIL processes, and best practices.
• Knowledge of ServiceNow Administration and configuration.
• Ability to manage multiple tasks under tight deadlines in a fast-paced environment.
• Basic knowledge of project management and technology processes.
• Understanding of IT regulatory guidelines and firm standard policies.
• ITIL V4 certification/ ServiceNow Administrator certification.

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