The Service Delivery Manager will supervise the daily activities of 24 * 7 support function and talk to customers and vendors as necessary. In addition to applying their expertise to monitor, support, mentor and direct Team Members, they will provide feedback to their team. This Service Delivery Manager will serve in the capacity to lead and set the example of Extraordinary Every Time for a team of 10 individuals. In addition to this leadership role, they will handle issues and supervise the overall traffic flow of incidents and requests via all access channels. This person will serve as an expert in team member service delivery and maintain knowledge on all corporate policies and procedures and clients.

• Define and track performance of services (and related solutions and processes) and implement reporting on SLAs & important metrics


• Develop standard methodologies framework on way of working: templates, presentations, resource & capacity management


• Define and follow-up the financial picture of service delivery, focusing of cost-effectiveness of the covered services


• Supervise delivery with internal partners, facilitating any decision or issue, focusing on customer satisfaction


• Coordinate actions from platform teams (Mainframe and ControlM platform primarily) in driving overall performance of the services (customer satisfaction and cost effectiveness)


• Dedication to delivering customer service excellence and high-quality work.


• Service Delivery Regional Lead for the vendor teams to deliver contracted services within SLAs/OLA and oversight lead of process controls, automation and service improvements.


• Regional Lead responsible for the execution of production Batch Operations and Scheduling Services for RoW.


• Serve as Regional Lead of Batch PROD Support, QA and Planning team.


• Provide consistency of operations, responsibilities and cross- border reporting.


• Responsible for ensuring all BCM planning, testing, SOX requirements and Internal Audit compliances are met.


• Serve as a IT functional area Incident Manager, manage critical situations and minimize processing delays and business impacts


• Collaboratively work with hosting and App. Dev. to optimize processing, automate manual tasks, and the completion of batch cycles to meet the business start-of-day requirements Lead and champion a functional cross-border organization with a single, mature culture. This should provide consistency of operations, responsibilities and cross- border reporting.


• Establish a service culture with sufficiently ITIL-educated operations management and staff.


• Drive service improvement and standardization, automation and consolidation/centralization in alignment with the Credit Suisse strategies.


• Assist with Technology team leadership for local People and Finance issues within the Region.


• Deliver a cost-efficient, stable on-site support operations for the supported customers


• Establish and administer the annual budgets and manage expenditures in order to operate within the approved budget.


• Develop and maintain a roadmap and direction for including sourcing and location strategy.


• Interface and advise other functional leads within Credit Suisse Technology to coordinate planning and activities.


• Establish and maintain effective relationships with local Talent and understand the local people policies for countries in which staff are located.


• Maintain a high-level understanding of the business objectives, processes and supporting Technology needs of all customers. Stay sensitive to unique local needs.


• Build and develop relationships with key senior leadership in the Region to help manage Technology needs and issues.


• Work with Region leadership to optimize the business value, quality and cost of requested services to meet the Firm and Technology objectives and policies with a clear articulation of the service levels delivered.