Service Manager - Workspace - BFSI

We are looking to hire a Service Manager - Workspace

Responsibility :

- Be the single point of interface between vendor and the bank for all matters strategic, tactical and operational

- Provide all necessary approvals from bank end, including invoicing, service credits, etc working with ISO Financials, Commercial teams, and internal/external technology support teams

- Support the service analyst in verifying and validating all KPIs and SLAs on a periodic basis, to ensure service credits are calculated correctly

- Coordinate with supplier on incidents and problem management, risk and compliance management

- Work with suppliers on Service Improvement plans, where the supplier is not meeting required service levels or KPIs

- Provide bank users necessary technical and functional support to ensure their requirements are met

- Provide management and the team with regular updates on the service quality being delivered

- Provide team with necessary documentation

- Provide Risk & Compliance with necessary documentation and risk mitigation steps

Candidate Requirement :

- Bachelor's or Master's in Computer Science or relevant field

- 15 years of technology experience, of which at least 5 years of service management and vendor management experience

- Experience of having managed multiple suppliers to delivering service

- Strong experience in working in a financial services domain and understanding the compliance requirements

- Strong interpersonal, negotiation, and commercial skills is mandatory

- Exceptional vendor management skills, who can understand technology and commercial aspects in the areas of Exchange, SharePoint, Lync, O365

- Ability to influence suppliers in delivering business value

- Ability to articulate clearly to users, management and suppliers

- Good project management skills is a plus