Service Delivery Manager

About the role

Avaloq, a Swiss wealth management technology provider, is hiring a Service Delivery Manager for its Bioggio office. As the key contact for regional delivery organizations on client-related requests or issues, you will be accountable for service in your area and act as the first escalation point for complex service delivery issues, managing major issues and performing in-depth analysis.

Key responsibilities

• Support Service Managers in defining Service Level Agreements and KPIs for all clients, from onboarding to periodic review
• Functionally lead more complex delivery units and be accountable for service delivery quality
• Monitor, deliver and explain variances on service operational metrics
• Coordinate service restoration for major incidents, incident reports and technical reports, and drive root cause analysis and remedial actions
• Improve problem management and the effectiveness and efficiency of services
• Align regularly with other SDMs and stakeholders and communicate process changes to clients through Service Managers
• Liaise with architects and third parties so that non-functional requirements are captured, and support monitoring and service readiness, including early morning and post-maintenance checks
• Support the handover from implementation to run, new service setup and service level definition, and close out year-end testing and troubleshooting
• Be available for picket shifts, including night or weekend emergencies, and define and review the target operating model when needed

Required profile

• Demonstrable experience in collaborative service and operational teams, ideally in a technology or finance environment
• Proven service management experience in infrastructure and IT outsourcing, with SLAs and service monitoring methods and tools
• Good understanding of banking and its dependence on IT services
• Experience managing processes in a complex, multi-system, multi-site support environment
• Stakeholder management across different customer and provider levels, with conflict resolution skills

Required skills

• ITIL and/or COBIT 5 certification is a plus
• Excellent communication, persuasion and presentation skills, and the ability to simplify complex problems for non-technical stakeholders

What we offer

• Hybrid and flexible working for most employees
• An inclusive, diverse workplace