Service Delivery Manager-2

The Service Delivery Manager-2 role at Charles River Development (CRD) is responsible for enhancing long-term relationships with customers through daily control and continuous review and improvement of Operations and Support processes. The role involves monitoring service levels, identifying opportunities for process improvement, and working closely with various teams to ensure process adherence and client 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
• Strong analytical mindset to generate Management Information using ServiceNow and SalesForce
• Leadership and motivation skills to drive high performing technical teams
• Demonstrable history of identifying and delivering process improvement
• Proven ability to partner with various internal departments to deliver superior customer service
• Established successful Client Management and Support record of accomplishment
• Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills
• Bachelor’s Degree from a university or college in Business Management, Economics, Finance, Computer Science, Engineering or the like

Benefits

• Generous medical care
• Insurance and savings plans
• Flexible Work Program
• Development programs and educational support
• Inclusion, Diversity and Social Responsibility policies
• Paid volunteer days
• Matching gift program
• Access to employee networks