Vacancy expired!
- Direct hire / FTE
- Hybrid ( Once/Twice a month in the office downtown Chicago )
- Our client is a financial trading platform recently bought over by CRYPTO.com.
- Reports to Service Delivery Lead.
- Low volume of Tickets max up to 5 during week and up to 2 on weekends. Critical Incidents are rare (1-3 a year)
- To set up, own and develop highly effective relationships with the our client’s business, our client’s IT, and managed service providers.
- Understand changing needs to identify and implement service improvement initiatives and work with internal IT teams to deliver this
- Prioritize incidents to ensure they are dealt with relevant to their business impact.
- Understand the commercial operating model for our client and its customers and use this to oversee smooth IT Service Delivery
- Agree IT Service reporting, based on KPI’s defined in IT Service contracts
- Be seen as the “Go To” person for all IT related queries by allocated customer groups
- Ensuring service incidents are managed quickly and efficiently to positive conclusions, maintaining communication channels throughout. Includes taking ownership and/or acting as an escalation point for customers for high priority cases requiring immediate action and for ensuring post incident follow up is complete.
- Communicating and working with business colleagues and other Service Managers to recognize and deliver initiatives for service improvement.
- Capture negative feedback and follow up to ensure it is dealt with appropriately
- Arrange and chair weekly release and post release meetings, and provide agendas to support this governance process
- Update and present IT Service Management report in monthly IT Risk meeting
- Work alongside local leadership and compliance teams to ensure data required post incident is provided in a timely manner.
- Advise on future changes and deployments that will impact service availability and ensure that the customer impact is minimized.
- Managing key relationships across Technology and the business to deliver IT services
- Ensure that the relevant IT Teams have performed the proper root cause analysis, documented the workarounds and known errors, the issue has been resolved and the appropriate processes were followed
- To be mindful of cultural differences depending on the customer geographical location
- Excellent written and verbal communication skills
- 2+ Years’ experience in globally dispersed Service Management teams
- 2+ Years managing IT customers in a fast moving CD/CI environment (preferably within a financial services environment)
- Experience working with different geographical locations and cultures
- Experience of managing a wide spectrum of stakeholders and demonstrate an ability to manage upwards ·
- Ability to manage, prioritize and successfully execute multiple tasks and activities
- Demonstrate cross-group collaboration and organization skills
- Eager to learn and quick to learn
- Interest in financial products
- Ability to lead technical conversations with various technical support groups
- Calm under pressure through demanding challenges.
- Detail-oriented with the ability to follow processes and procedures
- Ability to adapt to changes in processes and products
- Ability to resolve problems and own issues until full resolution · ITIL V3 Foundation level
- Previous experience in managing customers across a fast-moving SDLC lifecycle ITIL processes and terminology consistent with having completed an ITIL Practitioner level course or be qualified to ITIL V3 Expert level
- Experience of working in a global organization and servicing high value/global customers in different geographical locations and be aware of the cultural challenges this brings Experience of delivering within a multiple service support team, in a complex business environment
Vacancy expired!