Service Delivery Manager-2

The Service Delivery Manager-2 role is a critical position that ensures service levels and approaches are monitored and maintained, impacting the success of relationships with clients and enhancing the business through continuous review and improvement of Operations functions.

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.
• 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 face up to client C-Level management, using a hands-on approach, in major and medium sized corporations
• 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
• Paid volunteer days
• Matching gift program
• Employee networks