At a Glance
- Tasks: Manage IT systems for UK SaaS clients, ensuring top-notch service delivery.
- Company: Join a leading financial services firm in London with a dynamic team.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Exciting 6-month contract with potential for career advancement.
- Why this job: Be the go-to person for SaaS services and make a real impact on customer satisfaction.
- Qualifications: Experience in service management and strong communication skills required.
The predicted salary is between 55000 - 65000 £ per year.
This is an exciting opportunity for a Service Manager with experience in Financial Services to join our London office on an initial 6-month fixed term contract. As a member of the UK Service management team, you will be accountable for the successful management and maintenance of all IT systems and services provided to our UK SaaS clients; ensuring that IT services perform proficiently, with minimal downtime and to the highest level of customer (internal and external) satisfaction.
Your key tasks:
- Act as the single point of contact for SaaS Services for one or more UK customers (Infrastructure, application support and development).
- Coordinate Readiness Activities: Work with various teams to ensure all aspects of the product or service are ready for go live.
- Ensure the delivery of Cloud and Infrastructure (C&I) and Application Management Services (AMS) according to the Service Level Agreements (SLAs) contracted to our customers.
- Regularly update, review or re-define SLAs with the customers and take responsibility for the external and internal communication in the event of a major incident.
- Coordinate the internal departments in order to drive remedial actions to harbour a continual service improvement ethos and regularly report on the services’ status to customers and to the Avaloq Management Team.
- Act as a supervisor for the implementation of the Service Management processes and proactively initiate actions required to maintain and/or improve the service level.
- Maintain effective communication with the customer(s) and the account managers and manage customer complaints, providing appropriate solutions; follow up to ensure resolution. Contribute to the increase of the customer satisfaction, through the “Voice of the Customer” portal.
- Ensure tickets/requests raised contain the required documentation and follow defined SDLC processes.
SaaS Service Manager — Cloud & SLA Lead (UK) employer: Avaloq AG
Join our dynamic London team as a SaaS Service Manager, where you will thrive in a collaborative work culture that prioritises employee growth and development. We offer competitive benefits and a commitment to continuous improvement, ensuring that you have the resources and support needed to excel in your role while making a meaningful impact on our clients' success in the Financial Services sector.
StudySmarter Expert Advice🤫
We think this is how you could land SaaS Service Manager — Cloud & SLA Lead (UK)
✨Tip Number 1
Network like a pro! Reach out to your connections in the Financial Services sector and let them know you're on the hunt for a SaaS Service Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of Cloud and Infrastructure services. Be ready to discuss how you've managed SLAs in the past and how you can ensure top-notch customer satisfaction. We want to see your passion for service management shine through!
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've handled major incidents or customer complaints. Highlight your proactive approach to service improvement and how you’ve driven positive outcomes in previous roles.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team. So, get that application in and let’s make it happen!
We think you need these skills to ace SaaS Service Manager — Cloud & SLA Lead (UK)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the SaaS Service Manager role. Highlight your experience in Financial Services and any relevant IT systems management skills. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention specific experiences that demonstrate your ability to manage services and improve customer satisfaction, just like we do at StudySmarter.
Showcase Your Communication Skills:Since effective communication is key in this role, make sure to showcase your communication skills in your application. Whether it’s through your writing style or examples of past interactions with clients, let us know how you keep everyone in the loop!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join the StudySmarter team!
How to prepare for a job interview at Avaloq AG
✨Know Your SaaS Inside Out
Make sure you understand the ins and outs of SaaS services, especially in the context of financial services. Brush up on key concepts like SLAs, cloud infrastructure, and application management. This knowledge will help you answer questions confidently and demonstrate your expertise.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about past experiences where you've managed incidents or improved service levels. Be ready to share specific examples that highlight your ability to handle customer complaints and drive service improvements.
✨Showcase Your Communication Skills
As a Service Manager, effective communication is key. Practice articulating your thoughts clearly and concisely. Be prepared to discuss how you would maintain communication with customers and internal teams during major incidents, as well as how you would gather feedback to enhance customer satisfaction.
✨Research the Company Culture
Familiarise yourself with the company's values and culture. Understanding their approach to customer service and continual improvement will help you align your answers with what they’re looking for. It also shows that you're genuinely interested in being part of their team.
