Service Delivery Professional

Manage and enhance long-term relationships with customers through daily control of, and continuous review and improvement of operational processes.

This role has been established to support the growth and complexity of our business.

Ensure service levels and approaches are monitored and maintained; impact the success of client relationships, and enhance our operations through continuous review and improvement of key strategic clients.

The Service Delivery Manager will work closely with Global and Regional Heads of Delivery, ensuring that operational control gates governing Project release into live environments are observed. Risks will be escalated to the steering group and executive management layer if necessary.

The role will also work alongside On-Boarding and Upgrade teams, Client Management, and Global Operations Centre to ensure that processes are being followed, measured, and clients are managed through all aspects of their life cycle with us.

Take responsibility for identifying opportunities for process improvement based on data and enhancing reporting of operations both internally and to senior client teams.

Work closely with the Global Operations Centre to ensure availability of the Charles River IMS Platform and associated support services.

• Focus on responsibility for definition and monitoring and analysis of KPI. Identifying improvements based on this data. SaaS Deployments. Various available modules and general understanding of each of them. Data Platform and Services. Product Integration. Batch Processes. Start of day readiness.

Key Responsibilities

• Support planning, priorities, and issue management across the organisation
• End-to-end ownership and accountability of managing client environments
• Ownership of change management communications
• Operations Channel into Exec Management: Daily updates. Escalation target for Operations and other delivery groups

Business Recovery Management

• Mobilisation of major incident process from a CRD perspective
• Take lead and drive on priority incidents for key clients
• Process Improvement: Identify chronic issues. Recommend and collate ideas for improvement. Build business cases and drive for recommendations to actions
• Data Analysis: Build and analyse reports to be shared with internal and external stakeholders. Responsibility for support case hygiene and improving response and resolution time
• Provide guidance and oversight to Incident Management. Ensure follow-ups to major Incident management. Be a key point of contact for Incident Review and Management

Requirements

• Minimum 8 years of financial / software services industry background with financial market information systems preferred. Experience in services / SaaS environment with a focus on Service Management
• Demonstrate leveraging a strong analytical mindset to generate management information using ServiceNow and SalesForce
• Experience in leading high performing technical teams and ability to motivate staff in high pressure environments
• Demonstrable history of identifying and delivering process improvement, including exceptional prioritisation skills
• Proven ability to partner with various internal departments to deliver superior customer service
• Have an established successful Client Management and Support record of accomplishment
• Front, middle, and back office, as well as instrument type knowledge across equities, fixed income, derivatives, FX, etc.
• Demonstrated ability to face up to client C-level management, using a hands-on approach, in major and medium-sized corporations
• Understanding of multi-tier technical architectures and relational database structures. Familiarity with SQL, FIX, Crystal Reports, messaging, and web services a plus
• Demonstrated ability to meet self-imposed deadlines with proactive management skills to drive team outcomes and deliverables
• Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills

Qualifications

• Bachelor's Degree from a university or college in Business Management, Economics, Finance, Computer Science, Engineering, or the like

What We Offer

Competitive benefits packages are available. Details vary by location, but you may expect generous medical care, insurance, and savings plans among other perks. You'll have access to flexible work arrangements to help match your needs. Our wealth of development programs and educational support will help you reach your full potential.

Our Values

We truly believe our employees' diverse backgrounds, experiences, and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity, and personality. Another fundamental value at our organization is active engagement with our communities around the world, both as a partner and a leader. You'll have tools to help balance your professional and personal life, paid volunteer days, matching gift program, and access to employee networks that help you stay connected to what matters to you.