Service Delivery Manager

Avaloq Group; Bioggio; Hybrid; CHF 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Flexible working

Job summary

Avaloq Group in Bioggio is seeking a Service Delivery Manager to act as the key contact for regional delivery organizations regarding client requests or issues. You will be accountable for service in your area, managing major incidents and performing in-depth analysis on requests.

You will support Service Managers in defining SLAs and KPIs for onboarding to periodic reviews, and lead complex delivery units to achieve objectives, ensuring smooth transition into operations.

Qualifications

• Demonstrable experience of working within collaborative service and operational team structures, ideally in a technology, finance business environment.
• Proven service management experience in the infrastructure and IT outsourcing services area, experience of SLAs and service monitoring methods and tools
• Good understanding of the banking business and its interaction and dependence on IT services
• Experience of managing and maintaining effective processes and procedures in a complex multi-system, multi-site support service environment; utilizing high prioritization and decision-making abilities
• Stakeholder management experience with different hierarchical levels of customers and providers with the ability to facilitate meetings and manage conflicts
• ITIL and / or COBIT5 Certification a plus
• Excellent communication and presentation skills, the ability to persuade and influence others, adaptability for different audiences and simplifying complex problems for non-technical stakeholder

Responsibilities

• Monitor, deliver, and explain service metrics and variances.
• Coordinate service restoration after major incidents with incident reports.
• Identify root causes and implement remedial actions to prevent recurrence.
• Improve problem management and drive continuous service improvements.
• Align with SDMs and stakeholders; communicate process changes to clients via service managers.
• Liaise with architects and third parties to ensure non-functional requirements are captured.
• Support service delivery of monitoring and readiness with L2 support.
• Ensure service readiness during maintenance windows and after events.
• Smoothly transition from project to run; handover for projects of T&T.
• Assist setup of new services and define SLAs.
• Support closure manager for testing simulations and troubleshooting.
• Be available for on-call shifts including nights/weekends as needed.
• Contribute to Target Operating Model discussions when required.

Skills

Service Management

ITIL

SLA & KPIs

Stakeholder Management

Incident Management

Problem Solving

Communication Skills

Job description

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.
We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

Job Description

This is a brilliant opportunity to join Avaloq's Bioggio office as a Service Delivery Manager. In this role, you will be the key contact for the regional delivery organizations regarding client-related requests or issues. You'll be accountable for the service in your area; as first escalation point for all complex service delivery issues, you will manage all major issues and perform in-depth analysis on requests.

Your role will entail supporting Service Managers with defining Service Level Agreements and KPI contents for all clients, from onboarding to periodic review, under the responsibility of the SDM. You will functionally lead more complex delivery units to achieve stated objectives and be accountable for service delivery quality. Additionally, you will support projects by providing specific Service Delivery requirements during design and build phases, ensuring a smooth transition into operations.

Responsibilities include:

• Ensure the monitoring, delivery, and variance explanation of service operational metrics for services
• Oversee and coordinate service restoration in case of major incidents, followed by incident reports and technical reports
• Ensure root cause identification, definition, and implementation of remedial actions for prevention and avoidance of incidents.
• Improve the application of problem management and facilitate continuous improvement of services effectiveness and efficiency
• Hold regular alignments with other SDMs and other important stakeholders of the organization and communicate any process changes/improvements to clients via Service managers.
• IT SDM to liaise with Architects and relevant third parties to ensure that non-functional requirements are captured and implemented in the solution.
• Support service delivery of monitoring and service readiness requirements together with technical L2
• Ensure service readiness (early morning and after maintenance weekends or other events) / partially automated
• Ensure the smooth transition between implementation and run (hand over for Projects of T&T)
• Support the new service set-up and service level definition
• Support closure manager for end of the year testing-simulation and troubleshooting
• Availability for picket shifts with possible emergency interventions at night or on weekends, acting as manage on duty
• Ensure the definition and the review of the Target operating model in case of need

Qualifications

• Demonstrable experience of working within collaborative service and operational team structures, ideally in a technology, finance business environment
• Proven service management experience in the infrastructure and IT outsourcing services area, experience of SLAs and service monitoring methods and tools
• Good understanding of the banking business and its interaction and dependence on IT services
• Experience of managing and maintaining effective processes and procedures in a complex multi-system, multi-sitesupport service environment; utilizing high prioritization and decision-making abilities
• Stakeholder management experience with different hierarchical levels of customers and providers with the ability to facilitate meetings and manage conflicts
• ITIL and / or COBIT5 Certification a plus
• Excellent communication and presentation skills, the ability to persuade and influence others, adaptability for different audiences and simplifying complex problems for non-technical stakeholder

Additional Information

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.

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