service Delivery managerStandard Chartered

About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
The Role Responsibilities
Provide leadership to the team delivering the managed services
Responsible for productivity, work environment, safety and operational compliance of 3rd party vendor which will be measured through various reporting methods.
Manage the day-to-day service operations of the installation, delivery and deployment of technical resources within area of responsibility.
Manage critical situations to ensure proper focus, communication, and relationship management throughout the escalation process
Proactive review and management of current inventory (servers, appliances, network devices and telephony)
Responsibility of developing, reporting and distributing on various business metrics and dashboard
Meet goals for area of responsibility including analyzing and managing performance, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance.
Deploy and manage consistent, structured and disciplined systems, policies, procedures and practices to ensure stable and quality product & service delivery consistent with company objectives and customer expectations.
Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution. Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.
Strategy
Act as the contract owner of the following services:
Tape Library maintenance contract
Server maintenance contract
Storage Maintenance contract
Global Business Services (GBS)
Arcserve software maintenance
Ensure high level of service provided by outsourced vendor.
Actively participate in monthly vendor Service Reviews
In-country contact for all Global and country driven efficiency projects within Data Center.
Work with Lead OTS for in-country projects and engagements with respective TS domains
Contribute in identifying Tech infrastructure risk and implementation of controls / mitigation
Business
Maintains end-to-end accountability for customer satisfaction and overall delivery excellence of the managed services of Data Center Operations and Cloud services in the future.
Acts as Departmental Continuity Coordinator (DCC) of Technology and Innovation
Contingency Planning - Sustain our Business whatever the disaster Business Functions and assess the Impact if they are unavailable
Coordinate with Business on recovery activities when BCP is invoked/during BCP Alternate Site Rehearsal
Work with different teams within T&I and Business to determine necessary activities to successfully deliver Data Center initiatives
Processes
Responsible for ensuring that Departmental Operating Instructions (DOIs) are up to date and consistent with the Policies, Standards and Processes
Perform service delivery reviews on performance of the outsourced vendor to identify risks and issues early on
Provides effective coordination to the stakeholders and timely escalation of problems.
People and Talent
Lead and become an example to align to the international group values and standards
Risk Management
Ensure timely submissions of monthly KCI, KRI, DC-ORFM and Non Major country governance verification to ensure adequacy of existing controls
Actively participate and attend in risk forums
Act quickly and decisively when any risk and control weakness in Data Center processes become apparent and ensure they are addressed within an appropriate timeframe and escalated through the relevant committees
Raise staff awareness on BCP matters, e.g. Call Tree Exercise, Walkthrough BC Plan
Cascade BCP and Pandemic related messages to T&I, e.g. during Adverse Weather Condition, Pandemic Outbreak
In-country contact for any local regulatory and Group audits of Country Data Center. This includes coordination with auditors and DC domain for the purpose of monitoring and closure of any audit-related findings.
Governance
Provide oversight and guidance to outsourced vendor for a variety of projects
Provide oversight and compliance to DC Engineering standards, internal policies and regulatory requirements.
Ensure compliance Health and Safety group and local policies, rules and regulations.
Regulatory & Business Conduct
Display exemplary conduct and live by the Group's Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Key Stakeholders
All Business function and Cost Centre Owner
Relevant working groups within T&I based on systems supported or projects managed.
IT Risk Manager and ISO - related to Key Control Self Assessment (KCSA)
Our Ideal Candidate
ITIL certification, Certified Data Centre Management Professional (CDCMP) will be an advantage
Apply now to join the Bank for those with big career ambitions.
To view information on our benefits including our flexible working please visit our . We welcome conversations on flexible working.
Standard Chartered

Makati City, Metro Manila
Permanent
Full-time