Service Delivery Manager

About Temenos
Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

THE ROLE
As our Service Delivery Manager you will be the single point of contact, representing Temenos Cloud and empowered as an ambassador in front of the client with the brief to ensure success. You will represent the client within Temenos Cloud organization and the Client with the Temenos organization and bare the responsibility of running weekly operations calls with the Client and Support Manager to provide weekly status updates on Problem Tickets / Requests and Changes.

OPPORTUNITIES

• The SDM will be engaged prior to Go-live and will ensure compliance with all contractual client and internal processes and best practices in the transition from Project to Operations.
• SDM owns the Client communication for Incident Management with the support of the respective Support Manager, and the CCC-Shift Lead who will take the role of Incident Manager for Major Incidents.
• The SDM is accountable for the incident status reported in Monthly Service Review and providing PIRs and RCAs for Major Incidents.
• Act as the main Client escalation point and manage any escalations according to internal and contractual or other agreed processes. SDM will regularly confirm and report Client Satisfaction.
• Proactively identify, implement and track improvement activities identified from Service delivery metrics, client and supplier/partner meetings and reviews of significant Service events. Drive a culture of continual Service improvement.
• Prepare a Monthly Management Dashboard based on the standard template or otherwise as agreed with Regional Head of Cloud Operations.
• Manage the financial performance of the Service in line with the contract and approved financial baseline and provide early warning of any potential impact to the financial health of the Service.
• Engage with the Account Manager for the Client and internal teams such as Security and Architecture where appropriate or intervention is required.
• Ensure that all documentation, commitments to clients and commitments made by Clients (especially Change Requests) are pre-approved, recorded in writing and included in the appropriate repository.
• Escalate immediately to the Cloud Regional Head of Operations if the SLA or any other Temenos commitment is likely to be jeopardized.
• Propose recovery or mitigation strategies within the escalation and ensure that an agreed recovery plan is implemented and communicated proactively
• Be accountable for the overall quality of Service.
• Work with the Support Manager and the CCC-Shift Lead to ensure that Incident Management processes are delivered to meet Temenos commitments.
• Monitor, control and support Service delivery; ensuring internal processes, methodologies and procedures are in place and followed.
• Manage the Request, Change and Release Management processes, ensuring high levels of compliance, accurate reporting.
• Supervise all new activities related to the Service, except where a dedicated Project Manager is assigned. Where a Project Manager is assigned ensure that such activities are fully aligned and reported consistent with the continuing delivery of Services

Skills

• Strong Core Banking knowledge (on modern technologies) plus banking operational experience.
• Strong experience of Cloud models and technologies (Azure ideally).
• Service management tools and technologies.
• Very strong analytical and solution building skills including sort term-long term operational improvement.
• Knowledge of Operational 24/7 Management.
• Knowledge of SLA based engagements with complex and critical reporting.
• Strong experience in Critical Incident Management.
• Extensive experience of working with offshore remote support organizations.
• Reasonable commercial and financial skills (the role will manage the numbers for the engagements).
• Strong ability to convince and lead multiple stakeholders on short and long term engagement.
• Credibility provided by both experience and ability to lead and take responsibility of the whole performance.
• Multi-tasking approach at all levels.
• Ability to analyze and make informed decisions in a high stress environment.
• C and C-1 relationships management.

VALUES

• Care about people and cloud needs.
• Commit all assigned duties.
• Collaborate with all the Cloud Team.
• Challenge and growth yourself working with dynamic teams.

SOME OF OUR BENEFITS include:

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
• Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
• Family care: 4 weeks of paid family care leave
• Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
• Study leave: 2 weeks of paid leave each year for study or personal development

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