Service Analyst, Outsourced Service (6 months)

Join us as a Service Analyst, Outsourced Services

• We’ll look to you to develop and manage the banks Inter Group Agreements (IGAs), working proactively to review and maintain all IGAs and associated Outsourcing assessments
• You’ll manage service agreements with external providers, proactively maintaining them to ensure strong service delivery, with a clear focus on ICT components and robust risk management frameworks
• You’ll be identifying and documenting current and future service level agreements for IGAs, owning the production, maintenance and adherence of an accurate service portfolio and maintenance activities while ensuring that ICT considerations (including cloud, cybersecurity, and technology dependencies) are appropriately captured and reflected within service definitions and maintenance activities
• You’ll support Service Owners in effectively overseeing their services, providing guidance, insight, and coordination to ensure services are well-managed and aligned with agreed standards
• You’ll play a key role in embedding the outsourcing framework across IGAs, promoting a strong third-party risk culture and ensuring adherence to relevant policies and controls throughout the organisation
• This is an opportunity to gain unique experience that will bring a competitive edge to your career profile
• We're offering this role for a period of 6 months

What you'll do

As a Service Analyst, you’ll establish, create, build and manage outsourcing agreements, assessing the service delivered is in accordance with all elements of the contractual agreements, to make sure customer service is never compromised.

Additionally, you’ll be:

• Managing the IGAs, including owning and developing the process, so the service continues to benefit the bank
• Maintaining the timely execution of all reviews, including the day-to-day management of the recipient and suppliers
• Maintaining KPIs and KRIs to monitor outsourcing activity
• Proactively identifying and recommending enhancements, with a focus on automation, to improve service delivery while maintaining compliance with our risk obligations
• Maintaining and adhering to process when dealing with all contractual disputes
• Building and maintaining strong relationships with stakeholders and service providers to achieve good customer outcomes

The skills you'll need

To succeed in this role, you’ll need experience in cost and financial management, paired with knowledge of risk frameworks, current business operating models and supporting systems. You’ll also be confident in interpreting policy to enable sound decision making.

On top of this, you’ll bring:

• A strong understanding of outsourcing and third-party risk management frameworks (e.g. EBA Outsourcing Guidelines, CSSF Circular 22/806, DORA)
• The ability to promote a strong third-party risk and control culture across stakeholders
• A general understanding of IT service management (ITIL principles) and technology-enabled service delivery
• A good understanding of cloud service models and governance, alongside core cybersecurity principles, ensuring effective risk management and secure service oversight
• Excellent collaboration skills, with ability to work effectively across diverse groups of stakeholders
• Experience in contract and service management, including proven experience in managing contracts within third-party service frameworks, alongside maintaining and updating service schedules
• A track record in taking ownership and resolving issues

Hours

Job Posting Closing Date: