Service Delivery Manager, VP

The Service Delivery Manager will work with Global and Regional Heads of Delivery to ensure operational control gates governing Project release into the Live environments are observed and escalate risks to the steering group and if necessary, executive management layer. The role will also work alongside the 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 life cycle with Charles River.

Requirements

• 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
• Leading high performing technical teams and ability to motivate staff in high pressure environments
• Identifying and delivering process improvement, including exceptional prioritisation skills
• Partner with various internal departments to deliver superior customer service
• 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.
• 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.

Benefits

• Generous medical care
• Insurance
• Savings plans
• Flexible Work Program
• Development programs and educational support
• Paid volunteer days
• Matching gift program
• Access to employee networks