NJ Employer Service Operations Specialist in JERSEY CITY, New Jersey

Job Title:Service Operations SpecialistJob ID:3152584Location:Jersey CityFull/Part Time:Full-timeRegular/Temporary:PermanentOperations:Our Operations group provides support for all of Deutsche Bank's businesses to enable them to deliver operational transactions and processes to clients. Our people work in established global financial centres such as London, New York, Frankfurt and Singapore, as well as specialist development and operations centres in locations including Bucharest, Moscow, Pune, Dublin and Cary. We move over EUR 1.6 trillion across the Bank's platforms, support thousands of trading desks and enable millions of banking transactions, share trades and emails every day.Our goal is to deliver world-class client service at exceptional value to internal partners and clients. A dynamic and diverse division, our objective is to make sure that all our services are executed in a timely and professional manner, that risk is minimised and that the client experience is positive. We are proud of the professionalism of our people, and the service they deliver. In return, we offer career development opportunities to foster skills and talent.We work across a wide range of product groups, including derivatives, securities, global finance and foreign exchange, cash and trade loans and trust and securities services as well as cross-product functions.Summary: The role will be the subject matter expert and primary point of contact in the bank for the Service Level Management measuring the delivery of the Infrastructure Operations services provided by our vendor DXC under the Nucleus contract globally. The role will partner with all relevant stakeholders within the bank as well as on the vendor side to drive any and all SLM topics and improvement initiatives. Tasks / Responsibilities: DXC Service Level Management:Manage regular reporting cycle which includes performing quality assurance checks, ensuring reports are delivered on time, providing feedback to vendor on findingsReview changes to Service Level reports, processes and key measurement standard definitionsCoordinate DB's analysis of vendor's performance results and represent the function in stakeholder meetings as functional control groups and service operations boards.Together with the vendor, identify and drive all Service Improvement Plans identified as part of the SLM process and report back in all appropriate management governance meetingsEnd-to-end management of SLA related change requestsRespond to any queries from internal as well as external audit or regulatory instancesPartner with vendor on a weekly basis on SLA related topics needing to be addressedManage the SLM repositoryManage regular "SLA Exception Management" meeting with the Vendor, and identify/implement process improvements DXC Run Governance and Service Delivery:Participate in the definition and execution of agreed service & process improvement programs related to DXC operational deliveryOrganize and drive regular stakeholder engagements with appropriate reporting for an agreed subset of stakeholdersOwn and drive ad-hoc governance and issue resolution tasks as required on a day-to-day basis.Experience | Exposure (Recommended):5+ years' experience in IT in large corporate environments, specifically in the area of controlled production environments preferably within Financial Services Technology in a client-facing function.Experience in managing relationships across multiple disciplines and time zonesExperience of managing external service delivery vendors / partnersGood written and personal communication skillsService Management / Production Support experience combined with problem solving skills within a global support context.ITIL experience / best service practice within a real time distributed environment is desirable.Ability to work in virtual teams and in matrix structures.Experience with ITIL process supporting systems