Service Management Lead

Cielo Projects; New York (NY); On-site; USD 130,000 - 170,000; Full time

Job summary

Quant in New York is seeking a Service Management Lead to own incident communications during live events and to drive the quarterly operational review with rigorous evidence.

You will lead the onboarding and certification of institutional clients onto the platform, ensuring SLAs are met and regulators are satisfied.

The role requires clear writing under pressure and extensive experience in financial services service delivery.

Qualifications

• Service management leadership for a financial institution with SLAs that mattered.
• Led major incident communications during live events.
• Prepared evidence for regulators or examiners.
• Clear, concise writing under pressure is essential.

Responsibilities

• Own incident communications and narrative during live events.
• Own the quarterly operational review and its evidentiary pack.
• Lead onboarding and certification of institutional clients onto the platform.

Skills

Incident management

Leadership

Communication under pressure

Regulatory evidence

Job description

• Compensation: USD 130000 - USD 170000 - yearly

Company Description

We'repartneringwithQuant,agloballeaderindigitaltransformationandtechnologysolutions,seekinga Service Management Leadtojointheirteam.

When the platform breaks, the institutions relying on it hear from you. Their expectations are high, and their memory is long.

Job Description

You would own incident communications and the narrative during a live event — a harder job at hour six than at hour one, and a large part of how this operation gets judged. You would own the quarterly operational review, including the difficult parts, and the evidence pack that proves the platform was run the way we said it would be.

You would also lead the team that onboards and certifies new institutions onto the platform.

The technology will probably be new to you. The discipline will not be, and the discipline is the job.

You will need

• Service delivery or service management leadership for a financial institution, through service levels that mattered.
• Major incident management. You have been the communications point during a live event.
• To have prepared evidence for a regulator or an examiner.
• To write clearly under pressure. This matters more here than almost anywhere else on the team.

Useful, not essential

• Onboarding or certifying institutional clients onto a platform.
• Payments or transaction banking.

There is more to this than we can put in an advertisement.

Additional Information

About Quant:

Almost all the money in the economy is commercial bank money. Deposits, sitting on bank balance sheets, moving through payment systems designed decades before anyone had a reason to make money programmable. Almost none of it moves on chain.

Quant builds the infrastructure that changes that. Our technology lets a bank issue, move and settle its own money on programmable rails while staying connected to the systems it already runs on. That constraint is the reason this has taken as long as it has.

Central banks and commercial banks have built on our platform, including work on the digital pound and the digital euro. We are now building our team in New York.