Service Delivery Manager
MRE Consulting, Ltd. (LM) - Houston, TX

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The Services Manager is responsible for ensuring key applications and services are available to the business when needed. They also ensure performance meets the expectations of the business and any major issues that arise are resolved within agreed SLA timeframes.

Key Accountabilities
Primary accountabilities/responsibilities of this role are:
• Service Line/Application Support
o Responsible for ticket triage and resolution of tickets
o Responsible for resolving bugs and delivering minor enhancement requests
o Determines priority between bugs and enhancements
o Identifies where tickets may be bundled into a project or added to an existing project
o Responsible for root cause analysis leading to permanent resolution of problems and providing specifications for Level 3 support
o Accountable for the catalogue of services in the Service Line and provides reporting metrics on those services
• New Service Lines
o Reviews, approves and accepts new service lines (e.g. EOD )
o Underpins service contracts
o Defines reporting metrics
• Release Management
o Is accountable for release management
o Is the escalation point for exceptions
• Third Level Resources
o Coordinates Level 3 resources where required
o Maintains flexible support capacity in line with changes in the business
o Ensures cost of operating and maintaining the service is optimized
o Owns pricing/recharging of the services
• IT Service Continuity
o Ensures appropriate Disaster recovery plans are in place
• Critical Business services
o Ensures critical business services are available during key hours
o Responsible for meeting agreed business service SLA s
o Responsible for application performance
o Remit covers feeds into the trading applications, data output, and EOD
• Services Strategy Management
o Consulted about the strategic plan for a defined service
o Consulted about benchmarking activities for a service
o Ensures appropriate Service Roadmap is in Place

Unique Knowledge, Skills, Experience and Attribute
Experience Needed :
• Managing onshore and offshore resources in a large organization
• Experience of delivering an outsourced service form a provider
• Commercial acumen and previous responsibility for managing budgets and forecasting
• Trading floor support services management
• Experience of delivering services within the ITIL framework and capable of deploying standard service management processes such as:
o Incident/Problem management
o Service level management
o Service design
o Service catalogue management
o Etc.
• Understanding of commodities trading
• Some technical expertise
• Working with change or in a changing environment
• Endur application experience required, packages such as Allegro, Triple Point, SunGard, Navita, Brady, Murex, Solarc, Sakonnet, Ventyx, Abacus preferable
• Experience in one or more of the following trading activity support systems such as nMarket, Business Objects, Rome Credit, Shipnet, Zema and MS Analysis Services

Education :
The candidate would preferably possess:
• Minimum of 10 + years’ experience in the ETRM Infrastructure space
• A degree or equivalent in a relevant subject

Candidates must be able to travel internationally as required.