Service Delivery Manager

Vor 2 Tagen

Bioggio, Schweiz Avaloq Vollzeit

Company Description
**Writing the future. Together.**

Avaloq is a value driven, fast-paced financial technology and services company and we are committed to developing the banking solutions of tomorrow.

**Job Description**:
The Service Delivery Managers (SDM) are accountable to ensure seamlessly efficient and effective end-to-end provision of Client services.

**Your mission**
- To ensure the effective and efficient management of all aspects of service delivery towards the clients in strict and structured collaboration with the internal stakeholders, respecting the agreed communication process, SLA in place, established security policies, published processes and Global Strategy.
- To coordinate with the operational units the escalations, incidents and root cause analysis. Liaise with Architects and relevant third parties to ensure that non-functional requirements are captured and implemented in the solution (performance, capacity, availability, operations, scheduling, automation, ).
- Support and coordinate Disaster Recovery and Business Continuity Management activities (preparation, internal tests, tests with the clients)
- Support projects by providing specific service delivery requirements during design and build phase.
- Support Service Managers in defining Service Level Agreements for the services under the responsibility of the SDM and Report relevant incidents and service failures to Service Managers.
- Ensure and coordinate service restoration in case of major incidents, identify root cause and implement remedial actions for prevention and avoidance of incidents.
- Facilitate continuous improvement of services effectiveness and efficiency.

**Qualifications**:
**What you need**
- University degree (Bachelor, Master or PhD) in Computer Science/Physics/Engineering/Mathematics
- At least 10 years in IT and at least 3-5 years in a management position
- ITIL Foundation certificate
- Experience in Service Delivery role with expertise in Incident, Problem and Change management
- Experience in understanding solution design documents and in identifying service components
- Knowledge of container and open-shift architecture
- Excellent analytical, problem-solving and synthesizing skills
- Strong in communication, able to relate to internal and external stakeholders at all levels
- Fluent English both written and spoken is a must

Additional Information
**Now let's talk about perks and compensation**

We offer high flexibility in regards to working models (e.g. part time and home office models are possible depending on business requirements). Our base salaries are competitive and if you prove to be a superstar, you might even be entitled to an extraordinary achievement reward. Avaloq aims to share its success with all its employees by paying out “Success Share Units” depending on its performance in a given year.

At Avaloq we embrace diversity, we embrace difference. We are whole-heartedly committed to equal employment opportunities and we foster an inclusive culture where everyone’s' contributions are valued and their voices are listened to. We hire, compensate and promote regardless of origin, age, sexual orientation, gender identity or any other fascinating characteristics that make us different. Please note that our job descriptions are intended to be written in an inclusive and gender neutral language.

**Don’t be shy - apply**

Note to Agencies: All unsolicited résumés will be considered direct applicants and no referral fee will be acknowledged.

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