Service Delivery Manager
2 weeks ago
Company Description 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, wealth managers, investment managers, retail and neo‑banks. Our research‑led approach and continual innovation is powered by the passion and creativity of our colleagues. Job Description The Service Manager is accountable for ensuring a seamless, efficient, and effective end‑to‑end implementation and execution of assigned ITIL processes. 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 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. Be responsible for external and internal communication in case of major incidents. Coordinate internal departments to favor 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. Maintain effective communication with the customer and account managers, facilitating the communication flow between the customer and Avaloq. Contribute to the increase of customer satisfaction through the internal "Voice of the Customer" portal. Ensure tickets/requests raised contain the required documentation and follow defined SDLC processes. Provide clear representation and consistent communications internally and externally. Collate, prepare and present defined KPIs and statistics. Qualifications Bachelor’s Degree in Computer Science or at least 10‑12 years of practical experience in IT Service Management. ITIL Certification. ACCP certification is a plus. Solid experience in incident and problem management. Excellent stakeholder management and communication skills. Strong analytical and strategic thinking, and the ability to grasp and document abstract and complex matters. Strong result orientation and stress resistance. Teamwork and ability to share knowledge with the team. Strong verbal and written communication skills. Additional Information We realize that managing work‑life balance is a challenge we all face in our daily lives and we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work‑life balance while continuing our vibrant Avaloq culture in our global offices. In Avaloq we are proud to embrace diversity and understand that the success of our business is built on the power of different opinions. We are wholeheartedly committed to fostering an equal‑opportunity environment and inclusive culture where you can be your true authentic self. We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other unique traits that make us all distinct. We have made a concerted effort to write this advert in an inclusive and neutral way. We will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations. #J-18808-Ljbffr
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