Responsibilities:

•Responsible for service management and operational excellence of account service delivery team assuring a reliable, responsive and secure delivery;
•Fulfillment of service contracts, change requests, SLAs and service reporting;
•Escalation interface for customer in general issues and escalation path to internal delivery units and global account team;
•Provide local leadership and management of project & delivery teams during the technical design and implementation of service contracts;
•Drive internal and third party service excellence and reviews covering performance, service improvements, quality and processes;
•Translate customer requirements into DN language for further processing of proposal and implementation;
•Develop local proposals based on customer requirements within the agreed change process;
•Work with global and regional team and oversee the development of local complex tech design and delivery solutions;
•Coordinate with global, regional account/service teams in continuous project and service improvement to assure an overall sound architecture and stable delivery;
•Develop, implement and monitor processes in account service management together with central delivery operations as deemed necessary;
•Ensure services resilient and compliant with customer and DN compliance policies;
Technical and Skill required:
•Bachelor degree in IT, IS or equivalent;
•10+ years’ considerable experience of service delivery and operation management in IT Managed Services or Outsourcing Services;
•Good track record as people manager with team build-up and management skills;
•Solid understanding of enterprise level fundamental technology, IT and application elements;
•Experience in delivering IT related services across large scale and complex engagements in country and/or cross country, retail or similar Industry is preferred;
•Ability to interact and work closely with both technical & non-technical staff in the deployment of solutions across a range of levels.
•The ability to manage priorities and maintain engagement across a number of projects at various phases of their lifecycle;
•Able to correctly interact with technical teams to ensure technology dependencies are met, enabling delivery of the end customer solution;
•Manage teams through technical issues to arrive at acceptable resolution within the required timeframe;
•Ability to take actions handed out from elaboration sessions and be confident to explain regular updates to both client and partners.
•Problem solver, leading team through complex situations via rational approach, mature judgement and clear coordination;
•Drive operational excellence through people, process and tools; ITIL and PMP certification desired;
•Experience of managing 3rd parties and 3rd party delivered services;
•Excellent inter-personal skills including interacting with DN and customer senior management, building strong working relationship with business managers, and coaching/motivating team;
•Excellent in written & verbal communication. Ability to resolve constructively conflicting pressures and among stake holders;
•Strong English speaking and writing skill.

迪堡多富是互联商业的全球领导者，每天为数以百万计的金融和零售行业客户提供服务，作为全球前100家金融机构和前25家零售商中绝大多数的创新合作伙伴，我们提供无与伦比的服务、软件与技术，推动“一直在线”的服务变革，帮助客户塑造着消费者交易的未来。迪堡多富在全球130多个国家和地区设有分支机构，拥有超过24000名员工，总部设立在美国俄亥俄州北坎顿市和德国的帕特伯恩市。迪堡多富已经连续9年入选IDC全球Fintech百强榜，2017年排名提升至第6位。
迪堡多富极为重视在中国的发展，早在二十世纪八十年代就进入了中国市场，并为第一批长城卡客户提供自助服务。1993年即在上海设立工厂并成立合资公司，1998年正式在北京设立业务总部，随后在广州、深圳、成都、南京、大连、香港、台湾等16个城市及地区设有分公司或办事机构。除了在2008年奥运会、2010年世博会、2014年世界杯作为独家中标产品和服务供应商，连续6次被全球外包服务同业协会（IAOP）评为全球前100佳服务外包公司，并于2014年获得由中国质量认证中心颁发的关于银行外包业务运营ISO9001证书，是中国首家在外包运营服务方面获得ISO认证的企业。
2016年迪堡多富与浪潮集团正式成立了合资公司-浪潮金融信息技术有限公司，并将继续为中国市场和广大客户提供全系列自助服务终端。
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