ITI Service Delivery Manager

UBS is a leading global financial services firm. Our Investment Bank is one of the world's top global investment banking and securities firms, providing a full spectrum of products to institutional and corporate clients, intermediaries, government and hedge funds worldwide. By combining your talent and our strengths, we can acheive great results.

Job Role:

* Ownership of operational service delivery for On Site Services function within stated site(s)
o Including incident and problem management

* Workstation renewal resource forecasting, staging, deployment and accountability

* Monitoring, delivery, and variance explanation of local KPI's and SLA's and other operational metrics

* Relationship management with key local clients

* Delivery and support of Bank desktop initiatives (Office 2003, Integrations etc)

* Application of global standards and process/procedures for desktop support (including WSR)

* Resource forecasting, allocation and tracking of local production resources

* Liaising with Business Management to ensure active management of their businesses build templates

* Prioritization of Business Manager's OSS requests

* Collaboration with functional teams and other Service Managers to improve end to end service delivery.

* Review incidents, problems, and requests on a daily basis (Coordinate end to end as needed)

* Potential for periodic "after-hours" work (global conference calls etc)

* Periodic evening and weekend work

* After hours escalation point for respective site with responsibility for mobilization of resource in the case of required on site support

* Primary BCM site contact for On Site Services (desktop support component)

Basic Qualifications

* Undergraduate degree (BA/BS)

* A minimum of five years experience in daily Operational Management with Desktop Program and Project experience

* Proficiency in Microsoft Office including Project and Visio

Preferred Qualifications

* Minimum of 5 years Information Technology services experience in a top tier global financial firm

* Knowledge of industry-standard service support processes (incident management, change management, request management, and problem/issue management).

* The candidate must demonstrate a strong understanding and knowledge of Information Technology, including Desktop architecture and experience working

with different cultures and time zones.

* Project management experience is highly desired, with ITIL certification a definite plus.
* Able to work with multiple levels of staff and

management.

* A fundamental understanding of the various business lines within a Financial Services institution and associated IT components

* Strong leadership and verbal skills

* Understanding of key business drivers (both functional and technical)

* Relationship management skills

* Comfort in delivering Business Line and Executive Presentations

* Entrepreneurial spirit

* ITIL Certification(s) (desired)

* Understanding Service Levels and Key Performance Indicators

* Experience writing and communicating end-user documentation

* Good Presentation and Written Communication Skills

* Self-driven, motivated, organized, goal oriented and able to take full ownership and responsibility for actions

* Experience managing teams including:

* Performance Management

* Interviewing and hiring employees

* Team building and career development of employees

* Performance and compensation related communications

* Business experience a plus

We can offer you an exciting, fast-paced working environment, a culture of mutual respect and teamwork and the opportunity to play a vital role in our growth.

If you are attracted to joining an organization where every individual's contribution counts and where your talent will impact on our future, please apply for this position. It starts with you.

UBS is an equal opportunity employer. We respect and seek to empower each individual and the diverse cultures, perspectives, skills and experiences within our workforce.