Service Management Lead

Cielo Talent; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Quant is building a team in New York to lead Service Management. You will own incident communications and the post-event narrative, manage the quarterly operational review and the evidence pack, and head the onboarding and certification of institutional clients onto the platform.

The role demands a disciplined, clear writer under pressure and proven service-management leadership within financial services. You will work with a fast-growing fintech platform in a high-stakes environment.

Qualifications

• Experience leading service delivery or service management for a financial institution.
• Experience as the communications point during a major live incident.
• Ability to prepare evidence for regulators or examiners.
• Ability to write clearly under pressure.

Responsibilities

• Own incident communications during live events and the narrative that follows.
• Own the quarterly operational review and the evidence pack proving platform compliance.
• Lead the onboarding and certification of institutional clients onto the platform.

Skills

Incident communications

Service delivery leadership

Regulatory evidence prep

Clear written communication

Job description

We're partnering with Quant, a global leader in digital transformation and technology solutions, seeking a Service Management Lead to join their team.

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

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.

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.