Service Delivery Manager

Avaloq; Bioggio; Hybrid; CHF 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Avaloq is seeking a Service Delivery Manager in Bioggio to lead regional delivery, define SLAs and KPIs, and guide complex delivery units. You will partner with Service Managers to ensure seamless onboarding, operation, and continuous improvement across client engagements.

You will coordinate with architects and third parties, manage escalations, and support project phases to ensure smooth transitions from build to run, with flex work arrangements and a strong focus on service quality in the

Qualifications

• Demonstrable experience working within collaborative service and operational team structures in technology/finance
• Proven service management experience in infrastructure and IT outsourcing, with SLAs and monitoring
• Good understanding of banking business and its IT dependencies
• Experience managing processes in multi-system, multi-site environments with prioritization
• Stakeholder management across customer and provider levels, with conflict facilitation
• ITIL and/or COBIT5 certification is a plus
• Excellent communication and presentation skills for diverse audiences

Responsibilities

• Monitor service operational metrics and explain variances
• Coordinate service restoration for major incidents and produce reports
• Identify root causes and implement remedial actions to prevent recurrences
• Improve problem management and drive continuous service improvement
• Align with SDMs and stakeholders; communicate changes to clients via Service Managers
• Liaise with Architects and third parties to capture non-functional requirements
• Support service delivery readiness with L2 and monitoring
• Ensure service readiness for early mornings and after maintenance weekends
• Ensure smooth transition between implementation and run
• Support new service set-up and service level definitions
• Assist closure manager for year-end testing simulations
• Be available for on-call shifts including nights/weekends
• Define and review Target Operating Model when needed

Skills

Service management

Stakeholder management

ITIL/COBIT

Banking IT

Process improvement

Education

ITIL Certification

COBIT5 Certification

Job description

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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