Senior Service Operations Manager required by an international financial institution to be the voice of the customer and manage the outsourced service desk function in a heavily outsourced and multi-supplier environment. You will also be responsible for providing oversight and governance of multiple suppliers in the delivery of technical and operational IT services to the bank. This will include supplier adherence to processes and performance requirements in the Infrastructure and Operations space particularly around ITIL operations processes such as Monitoring & Event Management, Incident & Problem Manage and Request fulfilment.
· MUST have proven experience within an end client of managing the outsourced service desk function
· PROVEN experience of Continual Service Improvement (CSI)
· EXTENSIVE experience of managing 3rd parties and 3rd party delivered services from within the end client
· Ideally experience of DevOps and Agile ways of working
· Ideally experience of working for a financial services end client