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To deliver initiatives and projects for Group Technology Service Management that span multiple banking domains. Working with Service Teams that adopt different SDLC methodologies (Agile, Scrum, Sprint, Waterfall) to ensure interdependent delivery is owned, tracked, delivered and reported.  Ensure that requirements are on the backlog of the required various service teams , are prioritized and worked upon for timely implementation.

Generic Accountability

• Service Delivery Manager is program management expert with medium scale program/ project implementation experience.  This role requires proficient ITIL Service Management experience.
• Key responsibilities includes to work with Service Owners , respective scrum masters and their teams to come up with implementation plan , scope requirement for program delivery within the domain.
• In addition, responsible for managing the Scrum Masters and Business Analysts across delivery teams in a Service
• This role is also responsible to support Scrum Masters and Service teams to come up with the business case (incase of cross service dependencies) and support in obtaining necessary approvals with help of Head of Service and respective Service Owners
• Overall responsible & accountable for managing dependencies across multiple Services to release features within approved scope and timelines.

Specific Accountability

• Manage the flow of work in and out of the FAB technology service management domain to ensure successful delivery of Resilience Uplift initiatives and delivery of a JIRA NFR Framework for Service Transition.
• Manage the decentralization of  service continuity DR test, Backup and Restore planning and execution.
• To work with Problem Management ensuring post incident follow up work is assigned and priorities in the accountable team backlog.  Incident prevention and service monitoring work should be highest priority work that interrupts current sprints or is highest priority in upcoming sprint.
• Overall responsible & accountable for managing dependencies across multiple Services to implement initiatives within approved budget, scope and timelines.
• Managing, monitoring and controlling over-all delivery throughout the execution
• Maintaining / tracking the program schedule and ensure timely reporting /escalation where the initiative has cross-dependencies across multiple Services
• Manages dependencies of a particular feature / release across multiple services – works closely with Service Owners and their teams to ensure delivery within scope and timeline
• Key responsibilities include working on recovery plan / back-up plan for mitigating any risk/ issues during the execution.
• Coach / mentor / train Scrum Masters and BAs for successful program delivery.
• Ensure adherence to IT policies and procedures throughout the program execution cycle.

Essential

•  ITIL V4 or V3 Expert
• Proven success in driving projects to completion using cross-functional project management best practices
• Proven experience of successful large scale projects in Agile Methodology
• PMP, Agile Scrum Master, Prince2 or equivalent
• Highly proficient in Jira and Confluence
• 7+ years of experience in SDLC or Service Management and at least 3 years of extensive specialization in an expertise area.
• 5+ years experience in Project Management
• 3+ years of successful delivery management
• Proficient understanding of business applications and their functionality in the ITIL model
• Proven ability to collaborate and communicate to senior stakeholders
• Excellent influencing and negotiating skill, competent conflict resolution 

Desirable

• Able to coach multiple project teams, cross functional teams
• Increases visibility of metrics and KPIs across interdependent teams
• Domain experience (Banking/ Finance)
•  Demonstrated ability to execute complex programs of work according to the normal principles of time, budget and scope
• Manages cross-functional communication to ensure all business and technical stakeholder’s needs are aligned
• Creatively unblocks and advances projects
• Develops robust program and project plans; manages the delivery of quality deliverables and report on expenditure, activities, timelines, impacts and implications to Stakeholders
• Identifies, implements and monitors controls to mitigate key risks
• Has the ability to work with and influence senior leadership
• Proven Experience in Vendor/partner management