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Support the execution and administration of all relevant Service Management processes including:
Service Performance Reporting
Service Catalogue Management
Business Continuity Compliance
Audit Support and Remediation
Understand the implications of Plc obligations under the TSA and ensure these are enacted through the processes; provide advice and guidance on TSA obligations where appropriate
Support preparation for and facilitation of key service management meetings with BAGL counterparts including the Service Management Committee to review the performance of services delivered. Organise the attendance of senior Service Managers / Executives to provide managerial support when required
Co-ordinate service change requests and facilitate impact assessment
Monitor and work with relevant parties to ensure TSA invoices are raised and payments received in a timely manner
Maintain inventory of Service Catalogue for all outsourcing services
Support creation of key service reporting materials for Service Management Committees including service performance reporting, change request logs, RAID logs and management of SRM calendars and actions
Manage the resolution/escalation of issues.
Produce reporting, MI and ad-hoc analyses regarding the Service Management processes and governance to support the ongoing operation of the delivery of services.
Interact with Finance to provide inputs on changes to charging or on service charging, credit and billing processes as part of the TSA
Identify and manage the implementation of improvement initiatives to improve performance
Experience in Service Management roles in Financial Services
Knowledge of service management of shared services, gained through experience in service management and delivery roles in Operations or Technology
Experience of working within or managing outsourced services is preferred