Service Delivery Manager
Service Delivery Manager
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Job Description
Euroclear mission
We support an open marketplace where scale and connectivity across the spectrum of market participants are bold strengths.
We are committed to investing to support market stability deliver shared economies of scale and develop markets locally and globally.
We serve the public good by ensuring the efficiency of markets and actively enabling the reduction of risk.
We encourage a high performing culture that respects our values through our diverse and dedicated workforce worldwide.
Euroclear Platform SecurityService Delivery Manager
Job DescriptionThis is a Service Delivery Manager role in our Security Engineering & Operations team.
DivisionPlatform Security is included in the Chief Information Security Office. The main responsibility of the team is to protect all Euroclear endpoints servers customer applications cloud and so much more to provide Euroclear a maximum protected environment on our internal networks and towards all customer facing applications.
The Platform Security department supports capabilities within the security domain and acts as an internal Security Governance team as well as full end2end security team on a set of security domain.
Our department is in charge of Engineering and Operations on technologies like Enterprise Cryptography Firewall management Internet Proxy WAF Malware prevention and much more Network Security tooling and services.
RoleCandidates in this role will be the main point of contact for the Euroclear Organization and run the internal delivery network in order to fulfil the requirements and ensure service quality.
Focus and drive continuous service improvements.
- Establish Delivery Processes
The service delivery manager establishes and refines delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same experience.
- The Service Catalogue & processes followup
Report and followup on Service commitments whether SLAs OLAs or Service Descriptions towards its customers and partners through regular reporting and status meetings.
- Run internal Demands
This role involves is the singleentry point for all customers demands assessing customer feedback and improving procedures accordingly to ensure our customer service is provided at all times.
- Build Partnerships and Collaborator Relations
The service delivery manager is responsible for building partnerships and collaborating closely with team leaders to settle services the criteria for the delivery of those services and how to develop solutions to any issues that arise.
- Continuous Improvement
The service delivery managers ensures that processes are efficient and costeffective. They strive to find ways to reduce costs without affecting the overall customer experience such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.
- Followup performed Audit and Risk Management
The role is a single point of entry for the audits performed on the team and responsible with the evidence provisioning. As well as the tracking of all findings in the Risk database.
- Governance
- Lead the governance model.
- Regular Reporting
The role is in charge of building and keeping track of KRIs/ KPIs as well as metrics.
- Promote Value of the Platform Security and its services.
The role is responsible for promoting the Platform Security image and value across the organization.
- Platform Security Risk Ambassador
- Promotes good risk management practices within the department
- Is a role model in risk culture (the risk in
- Supports people in various risk related tasks acts as an advisor/SPOC for questions related to the above requirement.
- Raises awareness and attitude through risk coaching
- Is a liaison towards Risk Management & IT Management and other departments
- Collaborates with other IT risk ambassadors and actively participates to the risk ambassadors forum.
Technical Skills
- 25 years of IT Security domain experience
- Previous service management experience
- Previous Network Security team experience
- Understanding of Security Frameworks (NIST ISO27001 COBIT)
- Risk management and compliance
- Passion and aim to work in a division with potential of significant growth in scope and services.
- Possess good logical and analytical skills to help in analysis of security events/incidents
- Process and Procedure alignment
- Good English communication skills (written and oral)
- Flexible and pragmatic openminded
- A good communicator orally and in writing
- A good team mate
- Accurate acting with attention to details
- At ease in a constantly evolving environment
- Flexible to attend meetings in other Euroclear offices (UK BE Poland NL ..
- Can express wellfounded opinions and positions and understanding their consequences (judgement)
- Ability to quickly adapt to an international and diverse company
#LINS1
Required Experience:
Manager
Employment Type
Full Time
