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GTI- Service Delivery Manager

Job Description

 1. Service Management:
  • Understand the service delivery profile of the location.  Ensure the service that is provided matches the requirements of all LOBs through regular reporting reviews and improvement programs.
  • Manage and facilitate the process of incident management of the location whenever service issues are discovered, reacting to all alerts as appropriate; ensure that the right level of support is available, on-call, 24x7.  Provide update to the local LoB Executive as required ; Ensure appropriate root cause identification and resolution
  • Ensure the effective management of change, driving awareness and managing scheduling / prioritization issues
  •  Represent the GTI technology function to all vendors and outside service relationships.
2. Risk Management:
  • Understand and manage the risk profile of the location, providing updates and reporting as required.  Report to the location operating committee and regional risk management when required.
  • Monitor and engage all risk forums for the location, ensuring adherence of the control environment and that all local GTI Groups  follow respective and resultant action plans, ensure all location Managers sign off and approve their respective controls, creating evidence as necessary.
  • Represent the location in scope discussions escalation of issues and draft report status of all internal and external audits, in conjunction with Risk & Control functions
  • In conjunction with Senior Technology Officer, represent technology infrastructure in discussion with regulators, ensuring that all technology infrastructure is setup appropriately under the guidelines provided by those regulators.
  • Provide overall responsibility, oversight, direction and leadership for GTI disaster recovery and business continuity activities within location.
3. Technology Management
  • Capture Project demand, promoting awareness and utilization of standard service offerings ; Monitor, report and communicate status of Projects impacting location, supporting timely remediation of issues
  • Ensure that asset management processes and procedures are implemented and followed at all times
  • Maintain and communicate a location aligned Technology Infrastructure strategy
  • Provide oversight on all 3rd party service providers through partnership with Legal and Sourcing


  • In excess of 10 years IT experience, the majority of which should be in an infrastructure role, preferably within the financial services sector.
  • In excess of 10 years demonstrated experience at a management level, being able to articulate proven staff development and growth success.
  • Experienced in working in an influential role, specific experience in senior roles with no direct reporting relationships with subordinate staff would be an advantage.
  • Experience in managing vendor and supplier relationships.
  • Strong communicator able to create and maintain people relationships.
Relevant degree.
Req #: 160011564
Location: Hyderabad, AP IN
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: Indian Rupee (INR)

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