Service Delivery Manager-1

• Ensure Batch reporting forend-to-enddaily reporting 

• Focus on Responsibility for definition and monitoring and analysis of KPI.

• Identifying Improvements based on this data.

• SaaS Deployments.

• Various Available modules and general understanding of each of them.

• Data Platform and Services.

• Product Integration.

• Batch Processes.

• Start of day readiness.

• Support planning, priorities and issue management across the organistion

• End to end ownership and accountability of managing client environments

• Ownership of change management communications

• Operations Channel into Exec Management 

• Daily updates.

• Escalation target for Operations and other delivery groups.

Business Recovery Management 

• Mobilisation of Major incident process from a CRD perspective.

• Take lead and drive on priority incidents for key clients.

• Process Improvement 

• Identify Chronic issues.

• Recommend and collate ideas for improvement.

• Build business cases and drive for Recommendations to Actions 

• Data Analysis

• Build and analyse reports to be shared with internal and external stakeholders

• Responsibility for support case hygiene and improving response and resolution time

• Provide guidance and oversight to Incident Management 

• Ensure follow ups to major Incident management.

• Be a key point of contact for Incident Review and Management

General Requirements

• Minimum 8 years of Financial / Software Services industry backgroundwith financial market information systems preferred.Experience in Services / SaaS environment with a focus on Service Management 

• Demonstrate leveraging a strong analytical mindset to generate Management Information using ServiceNow and SalesForce

• Experience in leading high performing technical teams and ability to motivate staff in high pressure environments.

• Demonstrable history of identifying and delivering process improvement, including exceptional prioritisation skills.

• Proven ability to partner with various internal departments to deliver superior customer service.

• Have an established successful Client Management and Support record of accomplishment.

• Front, Middle and Back Office, as well as instrument type knowledge across equities, fixed income, derivatives, FX etc.

• Demonstrated ability to face up to client C-Level management, using a hands-on approach, in major and medium sized corporations.

• Understanding of multi-tier technical architectures and relational database structures. Familiarity with SQL, FIX, Crystal Reports, messaging, and web services a plus.

• Demonstrated ability to meet self-imposed deadlines with proactive management skills to drive team outcomes and deliverables.

• Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.

Qualifications

• Bachelor’s Degree from a university or college in Business Management, Economics, Finance, Computer Science, Engineering or the like.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovationwe’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.