Service Delivery Manager-3

STATE STREET CORPORATION; Burlington; On-site; USD 70,000 - 115,000; Full time

Job summary

An established industry player is seeking a Pod Lead to enhance client relationships and oversee operations in a dynamic financial software environment. This role is pivotal for ensuring service excellence and fostering continuous improvement within the organization. The ideal candidate will leverage their extensive experience in financial services to manage client environments, drive process enhancements, and collaborate with cross-functional teams. Join a forward-thinking company that values diversity and offers competitive benefits, flexible work options, and a commitment to professional development.

Benefits

Flexible Work Options

Competitive Benefits

Development Programs

Qualifications

• 8+ years in Financial/Software Services, focusing on client relationships.
• Strong analytical skills and leadership in technical teams.

Responsibilities

• Monitor service levels and improve CRD’s Operations functions.
• Collaborate with global teams to ensure operational control.

Skills

Financial/Software Services Experience

Service Management

Analytical Skills

Client Management

Process Improvement

Communication Skills

Education

Bachelor’s Degree in Business Management

Bachelor’s Degree in Economics

Bachelor’s Degree in Finance

Bachelor’s Degree in Computer Science

Bachelor’s Degree in Engineering

Tools

ServiceNow

Salesforce

SQL

Crystal Reports

Job description

Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm operating as part of State Street. It is integral to the Alpha product set. Customers include top investment management, wealth management, banking, and insurance firms. The Pod Lead role enhances long-term relationships with customers through daily control and continuous review of Operations and Support processes.

Role and Responsibilities

This newly established role supports the growth and complexity of our business. It is critical for monitoring and maintaining service levels, impacting client relationships and business growth through ongoing review and improvement of CRD’s Operations functions, especially for key strategic clients.

The Pod Lead will collaborate with Global and Regional Heads of Delivery to ensure operational control gates are observed and risks escalated as needed. The role also involves working with On-Boarding, Upgrade teams, Client Management, and Global Operations Centre to ensure process adherence, measurement, and client lifecycle management. Responsibilities include process improvement, data analysis, support planning, client environment management, change communication, incident management, and escalation management.

General Requirements

• Minimum 8 years of experience in Financial/Software Services industry, preferably with financial market information systems.
• Experience in Service/SaaS environments with a focus on Service Management.
• Strong analytical skills with experience generating Management Information using ServiceNow and Salesforce.
• Proven leadership in technical teams, process improvement, and client management.
• Knowledge of multi-tier technical architectures, relational databases, SQL, FIX, Crystal Reports, messaging, and web services is a plus.
• Ability to meet deadlines proactively, excellent customer service, troubleshooting, and communication skills.

Qualifications

• Bachelor’s Degree in Business Management, Economics, Finance, Computer Science, Engineering, or related fields.

About State Street

State Street is a leading custodian bank, asset manager, and asset intelligence company, providing investment servicing, data & analytics, research, trading, and management to institutional clients. We foster a great work environment with competitive benefits, flexible work options, and development programs.

We value diversity, inclusion, and social responsibility, welcoming candidates from diverse backgrounds and supporting community engagement and work-life balance.

Salary Range: $70,000 - $115,000 annually. The range varies based on location.

Job Application Disclosure: It is unlawful in Massachusetts to require or administer lie detector tests as a condition of employment. Violations may lead to penalties.

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