Service Delivery Manager

2 weeks ago


Singapore Avaloq Full time

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues. We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world's leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential. Job Description The Service Manager is accountable to ensure a seamless, efficient, and effective end-to-end implementation and execution of assigned ITIL processes. Your key tasks Act as the single point of contact for one or more customers for IT Outsourcing (ITO) and Application Management Services (AMS) in the existing Avaloq SaaS Center, Platform operations and AMS L2, L3 Organizations Ensure the delivery of ITO & AMS services according to the Service Level Agreements (SLAs) contracted to our customers Regularly update, review or re-define SLAs with the customers Responsible of the external and internal communication in case of major incidents Coordination of internal departments in order to favour a quick solution and subsequent remediation actions Report regularly on the services' status to the customers and to the Avaloq Management Team Supervise the implementation of the Service Management processes and proactively initiate actions, required to maintain and/or improve the service level Keep an effective communication with the customer and the


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