Sophis – Service Delivery Manager

HCLTech; Brussel Hoofdstad; Sur place; EUR 90 000 - 150 000; Plein temps

Résumé du poste

HCLTech is seeking a Senior Service Delivery Manager for the Sophis platform, spanning Dev, UAT and Production environments. You will define SLAs, KPIs and run regular governance meetings with business and tech leads.

You will own major incident management, perform root-cause analysis, manage CAB governance, and coordinate with cross-functional teams to ensure end-to-end service delivery and strong vendor relationships.

Qualifications

• 10+ years in IT service delivery or production support leadership in capital markets.
• Experience managing service delivery for trading/risk platforms (Sophis, Murex, Calypso, Summit, or similar).
• Strong ITIL foundation and proven major incident management experience.

Responsabilités

• Own overall service delivery for Sophis across Dev, UAT, and Production environments.
• Define, track, and report on SLAs, OLAs, and KPIs for platform availability, incident resolution, and change success.
• Chair regular service review meetings with business stakeholders and technology leads.
• Maintain the service catalog, escalation matrix, and RACI for Sophis support.
• Own major incident management for P1/P2 Sophis outages and coordinate war rooms.
• Drive root-cause analysis and problem management to reduce recurring incidents.
• Chair or govern CAB for Sophis changes, upgrades, and patching; ensure runbooks exist.
• Coordinate with cross-functional teams to ensure end-to-end service delivery.
• Act as primary liaison to trading desks, risk, and operations leadership on issues and roadmap.

Connaissances

ITIL foundation

Stakeholder management

Incident management

Executive communication

Vendor management

Service governance

CAB/change governance

Service delivery leadership

Outils

ServiceNow

ITSM platforms

Description du poste

Job Role‑Sophis – Service Delivery Manager

Experience Level- 10 + Years

Job Description‑

Key Responsibilities

Service Governance

• Own overall service delivery for Sophis across Dev, UAT, and Production environments
• Define, track, and report on SLAs, OLAs, and KPIs for platform availability, incident resolution, and change success
• Chair regular service review meetings with business stakeholders and technology leads
• Maintain the service catalog, escalation matrix, and RACI for Sophis support

Incident, Problem & Change Management

• Own major incident management (MIM) for P1/P2 Sophis outages — coordinate war rooms, drive resolution, manage stakeholder communication
• Drive root-cause analysis and problem management to reduce recurring incidents
• Chair or govern the Change Advisory Board (CAB) process for Sophis changes, upgrades, and patching
• Ensure implementation plans, rollback plans, and runbooks are in place and reviewed before production changes
• Manage the relationship with Murex/Sophis vendor support — escalations, defect tracking, contract/SLA adherence
• Coordinate across application support, infrastructure, database, network, security, and cloud teams to ensure end-to-end service delivery
• Act as primary liaison to trading desks, risk, and operations leadership on platform issues, planned changes, and roadmap
• Drive capacity planning and lifecycle management (patching, upgrades, EOL/technology refresh) in coordination with infra and platform teams
• Own DR/BCP planning and testing cadence for the Sophis platform
• Identify service risks and drive remediation plans; maintain risk/issue logs
• Lead post-incident reviews and ensure lessons learned are embedded into process

Reporting & Documentation

• Produce regular service delivery reports/dashboards for senior stakeholders
• Maintain operational documentation, knowledge base, and support procedures
• Track and report on audit and compliance requirements relevant to platform operations

Required Skills & Experience

• 10+ years in IT service delivery, service management, or production support leadership roles within capital markets/financial services
• Experience managing service delivery for trading/risk platforms (Sophis, Murex, Calypso, Summit, or similar)
• Strong ITIL foundation — incident, problem, change, configuration, and capacity management (ITIL certification preferred)
• Proven experience running major incident management and CAB/change governance
• Experience managing vendor relationships and SLAs (Murex/Sophis vendor experience a plus)
• Working knowledge of Sophis architecture, environments, and dependencies (functional and infrastructure level)
• Familiarity with infrastructure operations — patching, upgrades, migrations, DR/failover testing
• Strong stakeholder management skills — comfortable engaging traders, risk managers, CTO/COO-level stakeholders, and technical teams
• Excellent communication, reporting, and executive presentation skills

Nice to Have

• ITIL v4 certification
• Experience with service management tools (ServiceNow, ITSM platforms)
• Understanding of capital markets products (FX, Rates, Equities, Fixed Income, Derivatives)
• Exposure to regulatory/compliance reporting tied to platform operations
• Background in both application (functional) and infrastructure (platform) support, bridging the two disciplines

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