Service Delivery Manager

Company DescriptionFounded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 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 DescriptionThe Service Manager is accountable to ensure a seamless, efficient, and effective end-to-end implementation and execution of assigned ITIL processes.Your key tasksAct as the single point of contact for one or more customers for IT Outsourcing (ITO) and Application Management Services (AMS) in the existing Avaloq SaaS Center, Platform operations and AMS L2, L3 OrganizationsEnsure the delivery of ITO & AMS services according to the Service Level Agreements (SLAs) contracted to our customersRegularly update, review or re-define SLAs with the customersResponsible of the external and internal communication in case of major incidentsCoordination of internal departments in order to favour a quick solution and subsequent remediation actionsReport regularly on the services’ status to the customers and to the Avaloq Management TeamSupervise the implementation of the Service Management processes and proactively initiate actions, required to maintain and/or improve the service levelKeep an effective communication with the customer and the account managers, facilitating the communication flow between the customer and AvaloqContribute to the increase of the customer satisfaction, through the internal “Voice of the Customer” portalEnsure tickets/requests raised contain the required documentation and follow defined SDLC processesEnsure clear representation and consistent communications internally and externally. Collate, prepare and submit/present defined KPIs and Statistics. QualificationsBachelor’s Degree in computer science or at least 10-12 years of practical experience in IT Service ManagementITIL CertificationACCP certification is a plusSolid experience in incident and problem managementExcellent stakeholder management and communication skillsStrong analytical and strategic thinking, as well as the ability to grasp and document abstract and complex mattersStrong result orientation and stress resistanceTeamwork and ability to share knowledge with the teamStrong verbal and written communication skillIt would be a real bonus if you have Entrepreneurial spirit, persistence, passion and striving for new challengesProven track record with managerial or technical leadership experience in IT Operations support servicesAdditional InformationWe 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.