Service Manager - 6-Month FTC in City of London

Founded 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.

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.

Required profile:

• Proven track record of successful delivery in a similar IT Service Management role in Financial Services; ITIL Certification and solid experience in incident, change and problem management.
• Robust analytical and strategic thinking, as well as the ability to grasp and document abstract and complex matters.
• You will have a well-developed result driven motivation with the ability to manage multiple time-sensitive and sometimes conflicting priorities.
• Teamwork and ability to share knowledge with the team; you will possess exemplary stakeholder management and communication skills both written and verbal.
• Entrepreneurial spirit, persistence, affinity and love to strive for new challenges.

It would be a real bonus if you have:

• Proven track record with matrix management in IT Operations support services.

What we offer:

• Annual bonus or sales reward.
• Flexible working.
• Kudos instant recognition scheme.
• Access to Udemy for professional and personal learning.