Service Manager

Avaloq; City of Edinburgh; On-site; GBP 45,000 - 65,000; Full time

Job summary

Avaloq is seeking a Service Manager in Edinburgh to oversee the management of IT systems for UK clients. This role involves ensuring IT services meet contractual SLAs and enhancing customer satisfaction through proactive communication. Ideal candidates will have strong IT Service Management experience, including ITIL certification, and excel in a fast-paced environment.

Benefits

Hybrid and flexible working options

Support for work-life balance

Inclusive company culture

Qualifications

• Proven delivery in IT Service Management role.
• Solid experience in Incident, Change, and Problem Management.
• Strong communication skills and ability to manage multiple priorities.

Responsibilities

• Manage IT systems and services for UK SaaS clients.
• Coordinate readiness activities and ensure service alignment to SLAs.
• Handle customer complaints and drive service improvement.

Skills

Incident Management

Change Management

Problem Management

Stakeholder Management

Analytical Thinking

Education

ITIL Certification

Job description

Avaloq Edinburgh, Scotland, United Kingdom

Service Manager

Avaloq Edinburgh, Scotland, United Kingdom

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Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 10 countries, and more than 160 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.

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 10 countries, and more than 160 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

As a member of the UK Service management team, you will be accountable for the successful management and maintenance of all IT systems and services provided to our UK SaaS clients; ensuring that IT services perform proficiently, with minimal downtime and to the highest level of customer (internal and external) satisfaction.

Your key tasks:

• Act as the single point of contact for SaaS Services for one or more UK customers (Infrastructure, application support and development)
• Coordinate Readiness Activities: Work with various teams to ensure all aspects of the product or service are ready for go live.
• Ensure the delivery of Cloud and Infrastructure (C&I) and Application Management Services (AMS) according to the Service Level Agreements (SLAs) contracted to our customers
• Regularly update, review or re-define SLAs with the customers and take responsibility for the external and internal communication in the event of a major incident
• Coordinate the internal departments in order to drive remedial actions to harbour a continual service improvement ethos and regularly report on the services’ status to customers and to the Avaloq Management Team
• Act as a supervisor for the implementation of the Service Management processes and proactively initiate actions required to maintain and/or improve the service level
• Maintain effective communication with the customer(s) and the account managers and manage customer complaints, providing appropriate solutions; follow up to ensure resolution. Contribute to the increase of the customer satisfaction, through the “Voice of the Customer” portal.
• Ensure tickets/requests raised contain the required documentation and follow defined SDLC processes.
  
  

Qualifications

• Proven track record of successful delivery in a similar IT Service Management role; ITIL Certification and solid experience in incident , change and problem management
• Robust analytical and strategic thinking, as well as the ability to grasp and document abstract and complex matters
• You will have a well-developed result driven motivation with the ability to manage multiple time-sensitive and sometimes conflicting priorities
• Teamwork and ability to share knowledge with the team you will possess exemplary stakeholder management and communication skills both written and verbal
• Entrepreneurial spirit, persistence, affinity and love to strive for new challenges
• It would be a real bonus if you have
• Proven track record with matrix management in IT Operations support services
  
  

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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