Service Delivery Manager-1

The Service Delivery Manager-1 will be responsible for enhancing long-term relationships with customers through daily control of and continuous review and improvement of Operations and Support processes. This role will work closely with Global and Regional Heads of Delivery, On-Boarding and Upgrade teams, Client Management, and Global Operations Centre to ensure that our process is being followed, measured, and clients are managed through all aspects of their lifecycle with Charles River.

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.

Benefits

• Generous medical care
• Insurance
• Savings plans
• Flexible Work Program
• Development programs and educational support
• Inclusion, Diversity and Social Responsibility
• Paid volunteer days
• Matching gift program
• Employee networks