Service Delivery Manager – IT & Banking Tech Ops

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

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.