Our Global Investment Banking client have opportunities in Raleigh,NC for Delivery Manager
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Years of Exp - 6+
Main duties are to perform the following activities:
Engagement with the Service Owners within Group CTO to support Service Onboarding and Implementation activities:
Provide on-boarding services to GCTO, enabling a seamless transition from products to services
Drive the end-to-end service definition and design activities including SDP, Service Definitions, Support Agreements/models, Catalogue items, capturing results and producing related processes and documentation.
Drive key decision points across design, features and functionality (includes decisions around service offerings, options, costs, SLAs and support model) in partnership with Service and Capability lines
Act as key liaison between Service lines, Capability lines and Service implementation teams to deliver services and capabilities
Act as business analyst in translating customer needs into functional requirements
Build consensus between various teams to define solutions to improve end-to-end process ordering and fulfilment processes by leveraging automation and APIs.
Engagement with Customers and Drive process Redesign activities:
Develop an engagement plan with real consumer of the services to understand their current pain points and collect requirements from them
Develop customer journey maps that will provide an improved and simplified end-to-end customer experience
Drive requirements and process discussions across various groups of customer stakeholders.
Service / Capability Implementation Framework:
Leverage the standard framework to onboard Services and Capabilities (StX /CtX) to support the transformation from product to services
Collaborate with the Service Design team to maintain and improve the framework
Drive adoption of the Framework by all Service / Capability lines and monitor status of Service Transformation
Service Performance Management:
Develop and provide Service Performance Metrics to monitor ongoing Service health from the consumer and service owner perspective
Proven track record of minimum 5+ years experience in roles such as Service Design Analyst, Business Analyst, Process Analysis and Design, Service Management Specialist, in a global and matrix-structured organization, Banking/Finance domain preferred
Experience in design and improvement of ITSM processes - specifically Service Design Phase. Eg. Request and fulfilment, Service Catalogue management.
Ability to plan, facilitate, capture, and manage business requirements and to translate these into service design artefacts.
Ability to work with customers to capture their needs and translate them into technical solutions, ensuring overall performance and satisfaction with IT.
Understanding of Service design and IT services within large Enterprise environment and or exposure to large transitions/transformation initiatives in multi-sourced environments.
Strong problem solving and analytical skills
Ability to work under pressure and prioritize workload accordingly
Experience in leading global, culturally diverse and virtual teams in a matrix-structured international organization
Fluent English language skills required
Nice to Have:
ITIL Foundation Certified. Intermediate certifications or ITIL Expert certification are a bonus
Certified SCRUM Master a plus
Strong understanding and experience in Software / Systems Development Life Cycle (SDLC)
Experience in ServiceNow
Ability to execute Program Level processes and execution, resolve impediments, manage risks and drive continuous improvement
Experience in IT process management/re-engineering initiatives
Experience in workflow analysis, design, and process re-engineering principles
Analysis Techniques (Competitive & Benchmarking Analysis, Stakeholder Analysis, Cost Benefit Analysis, Gap Analysis, Feasibility Analysis, SWOT Analysis, SIPOC etc.)
Requirement Development (Elicitation Analysis, Documentation)
Ability to define IT Service and Operating Level Agreements for service offerings.
Ability to outline how the organization structure, processes, teams and roles need to change to enable delivery of requirements.
Experience working with senior stakeholders creating trust by communicating, collaborating and influencing, always challenging the status quo in a positive way
Working knowledge of project tools such as JIRA and Confluence
Please contact: /
Service Design Analyst, Business Analyst, Process Analysis and Design, Service Management Specialist