Service Delivery Manager - Pod Lead, Charles River Development, Vice President

Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm operating as part of State Street, integral to the Alpha product set. Customers include top investment management, wealth management, banking, and insurance firms. The Pod lead enhances long-term customer relationships through daily control and continuous review and improvement of our Operations and Support processes.

Role and Responsibilities

This new role supports the growth and complexity of our business. It is critical for monitoring and maintaining service levels, impacting client relationships and business improvement through review of CRD’s Operations, especially for key strategic clients.

The Pod Lead will collaborate with Global and Regional Heads of Delivery to ensure operational control gates for Project releases are observed, escalating risks as needed. The role also works with On-Boarding, Upgrade teams, Client Management, and Global Operations Centre to ensure process adherence and client lifecycle management.

Responsibilities include identifying process improvement opportunities through data analysis, enhancing internal and client reporting, and ensuring platform availability and support services in coordination with the Global Operations Centre.

Key Duties

1. Ensure batch reporting for daily operations, focusing on KPI definition, monitoring, and improvement, including SaaS deployments and product modules.
2. Support planning, prioritization, and issue management.
3. Manage client environments end-to-end.
4. Handle change management communications.
5. Provide operational updates and escalate issues to executive management.
6. Lead Business Recovery Management, including Major incident mobilization.
7. Drive process improvements, identify chronic issues, and build business cases for change.
8. Build and analyze reports for stakeholders, improving case hygiene and resolution times.
9. Oversee Incident Management, including follow-ups and review processes.

General Requirements

• Minimum 8 years in Financial/Software Services, with experience in financial systems and SaaS Service Management.
• Strong analytical skills, experience with ServiceNow and Salesforce.
• Proven leadership in technical teams, process improvement, and customer service.
• Knowledge of financial instruments and client management at senior levels.
• Understanding of technical architectures, databases, SQL, FIX, and web services is a plus.
• Excellent communication, troubleshooting, and interpersonal skills.

Qualifications

• Bachelor’s Degree in Business, Economics, Finance, Computer Science, Engineering, or related fields.

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