Job Description Summary Company Overview: Aegon Asset Management (Aegon AM) is a leading global investor. Our 385 investment professionals manage and advise on assets of US $337 billion for a global client base of pension plans, public funds, insurance companies, banks, wealth managers, family offices and foundations. We organize our firm around four investment platforms: fixed income, real assets, equities and multi-asset & solutions, which includes a fiduciary and multi-manager business. Each investment platform has dedicated teams with deep asset-class expertise, organized globally and committed to maximizing client benefit from their specialist areas. We are an international business: Our 1,170 employees work from 13 locations across Europe, the Americas and Asia. We share a common belief in fundamental, research-driven active management, underpinned by effective risk management and a commitment to responsible investment. Position Overview: As a Senior Service Delivery Analyst, you will join a team of eight in our global IT Service Delivery team where we leverage an Agile approach to get things done. You are a role model when it comes to adopting and adapting best practice for our team, self-driven, and able to bring others along with you on improvement initiatives. When implementing or reviewing processes and systems, you make a tangible difference by raising standards, adapting to changes in way we do business, and streamlining our ways of working. You bring strong ITIL and ITSM knowledge and will have a leading role in further maturing our ways of working and identifying and implementing the right best practice adoption levels for our organization. The Service Delivery team ensures that the business derives maximum benefit from supplier relationships, both internal and externally. We provide structured communication to customers and suppliers, including the planning, scheduling, measurement, and control of IT service delivery, to agreed levels of service. We assist in the management and oversight of IT supplier relationships and contribute to or lead IT initiatives, in line with agreed strategies, policies and best practices. You will improve our processes in line with the IT Strategy. The role requires a combination of technical, analysis, design, project management and leadership skills as well as strong achievement orientation and communication skills. A customer focus is essential Job Description Responsibilities: Ensure that service levels are agreed and met. Management of IT service issues and disruptions. Ensures timely and responsible resolution of service issues in line with agreed SLAs, including out-of-hours service disruptions. Ensure the customer expectations and perspectives are always considered, and that expectations and deliverables are proactively managed. Support the team in the oversight of IT services using MI and other diagnostic tools to identify trends, service delivery issues and resource constraints, reporting concerns as appropriate. Propose improvements to (automate) processes, reports, and procedures to ensure consistency, stability and reliability of systems is maintained, ensuring that all such work follows the standard change process. Manage relationships with key suppliers, acting as an escalation point for supplier issues and assists with resolution of issues and incidents. Participate in or lead projects as assigned. Management of stakeholders. Collate MI used to monitor the IT services with all relevant stakeholders. Responsible for producing the MI as input for relevant governance meetings. Assists with the onboarding of new services and the transition of services effectively through appropriate communication, stakeholder engagement, and application of business knowledge. Attends the Local and Regional Change forums, chairing the meetings as appropriate. Ensure that Service Delivery services are provided in accordance with business and IT needs, including the provision of resources, as agreed with the IT Support Manager and Lead IT Service Delivery Analyst, during the agreed hours of business, and as part of the Programme Increment (PI) Planning Process. Adheres to key service management processes (incident, problem, change, request), implementing aspects of these. Controls and manages the business-as-usual request queue for Service Delivery. Responsible for business engagement through the regular IT service reviews. Use the ITSM platform to obtain and interpret relevant MI data to understand service priorities, improve the operational effectiveness of services and to add additional value to the relevant business functions. Provide support to Agile Delivery teams to ensure a quality and timely outcome, highlighting concerns to Project Managers, Product Owners, Scrum-Masters, and IT Management as appropriate. Monitor work for our third party (AGT) team members, ensuring quality and timely delivery. Carry out tasks as defined under internal and external audits, ensuring audit and risk actions are completed within agreed timescales. Undertake annual health-checks on key IT suppliers, submitting findings and recommendations to the IT Control Committee. Attend and minute supplier review meetings, chairing the meetings as appropriate. Identify and engage with key stakeholders locally, regionally, and globally where required. Keep abreast of new developments within the industry; understand the impact of current affairs on the business strategy, and projects initiated. Attend external forums; maintain external relationships within the industry. Responsible for compliance with the regulatory and legislative regime as it affects your role and for ensuring those risks are identified, reported, and managed accordingly. In addition to the duties and responsibilities listed, the jobholder may be required to perform other duties assigned by his/her manager from time to time so long as such duties are within the scope and ability of the jobholder. Resolves complex/escalated service issues. Understands and tackles root causes. Required Qualifications: Solid background and experience in IT service delivery (typically five or more years). Expertise in ITIL configuration management, ITIL practices, and ITSM tooling. Proficient in change management methodology (Waterfall and Agile) SAFe, software development lifecycle (SDLC), analysis, and design. Project management skills. Negotiation and delegation skills. Strong customer focus. Excellent oral and written communication skills. Job and compensation levels depend upon an applicant’s qualifications including the extent of candidate’s relevant experience and other job-related factors and will be determined by hiring supervisors/managers and HR. At Aegon Asset Management, we are committed to fostering a diverse workforce and an inclusive culture. We are more than a global Asset Management firm – we are a people business, and we recognize that delivering excellent client outcomes comes from embracing diverse perspectives. We value diversity in the full range of human uniqueness without limitation including race, gender, ability, language, culture, beliefs, age, origin, background, perspectives and experiences. We are open to considering flexible working practices. Please talk to us about what this means for you. #LI-Hybrid Why Work for Us At Aegon Asset Management, we invest in You. Our people are our greatest asset; with a competitive rewards program including incentive compensation, health and wellness benefits, retirement programs, and learning and development opportunities, our employees are engaged and empowered. Come be a part of driving our success! Equal Opportunity Employer: AEGON USA Realty Advisors, LLC, is an Equal Employment Opportunity/ Affirmative Action Employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws. Applicants with physical or mental disabilities may be entitled to a form of reasonable accommodation under the Americans with Disabilities Act and certain state and local laws. A reasonable accommodation is a change in the way things are normally done which will insure equal employment opportunity without imposing undue hardship on the Aegon Companies. Please contact: applicantsupport@aegonusa.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs. Technical Assistance: If you experience technical problems during the application process, please email applicantsupport@aegonusa.com. Aegon Asset Management is a global, active investment manager. We use our investment management expertise to help people achieve a lifetime of financial security, with a focus on excellence, trust and partnership. Our clients benefit from the extensive international research capabilities and in-depth local knowledge. Aegon Asset Management is part of Aegon Group, one of the world's leading financial services organizations, providing life insurance, pensions and asset management. People are fundamental to the success of our business. By promoting individual accountability and strong teamwork, we’re able to give all of our people the freedom to get on with doing what they do best, whether the individual’s function is financial, technical or creative. Join our diverse teams around the world in a relaxed and professional working environment. The reward? Great benefits and the recognition you deserve. California residents may find additional information about the processing of their personal data HERE, including information about their right to opt out of the sale or sharing of their personal information, and may submit an opt-out request HERE.