Purpose of Job
The Principal, Service Operations is responsible for ensuring supplier provided services meet the expectations and standards as contracted. The role holder will provide oversight and co-ordination of the outsourced Service Desk function, liaising with the Banks third party Service Desk provider to ensure the service is delivered in line with the requirements and will also be responsible for providing the oversight and co-ordination of multiple suppliers in the delivery of the technical & operational IT services to the bank. This role is the EBRD face of the outsourced Service desk.
The role holder will also will be responsible for the governance of supplier adherence to process and performance requirements in the Infrastructure & Operations space, this will include governance and oversight of the suppliers ITIL operations processes, i.e. Monitoring & Event Management, Major Incident, Incident, Problem, Access, Knowledge Management & Request fulfilment.

Accountabilities & Responsibilities
The prime responsibilities for this role are:
Management of the 3rd party supplier providing the Infrastructure & Operations services by close daily liaison with the 3rd party.
Is accountable for the quality of service and performance of the service desk provider by reviewing daily activity data and following up as necessary with the third party service desk manager.
Responsible for ensuring supplier lifecycle management of all tickets logged by reviewing daily statistics and co-ordinating with the third party to ensure all tickets are closed satisfactorily.
Responsible for ensuring the supplier carries out successful and timely fulfilment of all IT Service requests by reviewing relevant data and feedback loops.
Responsible for the governance & co-ordination of Incident Management processes for major incidents.
Responsible for ensuring supplier execution of Problem Management and Knowledge Management processes to address known errors by reviewing the incident log and following up on outstanding actions.
In conjunction with the Director, Infrastructure & Operations suppliers maintain and improve all processes pertaining to the Infrastructure & Operations outsource contract.
Responsible for the co-ordination & delivery of Major Event planning such as power downs, patching weekends and major project implementations Governing project and change implementations and produce regular management Information reports to feed into service reviews and business relationship management reviews.
Accountable for Major Incident Management
Accountable for collating and providing Service statistics required by I&O department for internal and external reporting

Qualifications & Skills / Experience & Knowledge
Degree educated or substantial relevant experience
ITIL accredited
Experience of managing 3rd parties and 3rd party delivered services
Extensive experience of having run an outsourced Service Desk
Extensive experience of Continual Service Improvement
Previous experience as a Team Lead and demonstrable experience in leading virtual teams
Ability to work on own initiative and make decisions
Excellent Organisational skills
Ability to manage conflict and negotiate successful outcomes
Ability to build and maintain effective relationships with suppliers and internal customers
Ability to communicate effectively at all levels both internally and externally
Excellent experience in managing & influencing customer and suppliers alike
Excellent analytical and reporting skills
Job Segment: Operations Manager, Bank, Banking, Service Desk, Operations, Finance, Customer Service

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