EDM US Support & Service Delivery Manager

About the Role
The EDM US Support & Service Delivery Manager is responsible for leading the US-based Technical Product Support and Service Delivery functions for EDM Hosted and On-Premise clients. This role combines technical leadership, client relationship management, operational oversight, and people leadership to ensure the successful delivery of support services and hosted solutions.

The successful candidate will act as the primary point of leadership for the US Support and Service Delivery teams, driving service excellence, client satisfaction, operational efficiency, and continuous improvement. The role requires a strong blend of technical expertise, client-facing experience, and leadership capability.

The Team
The EDM Support and Service Delivery organization is a global team operating across Manchester, Dallas, Sydney, and India. The team is responsible for:

• Supporting EDM Hosted and On-Premise clients.
• Managing day-to-day service delivery activities.
• Investigating, replicating, and resolving complex client issues.
• Maintaining production environments and ensuring platform stability.
• Coordinating client communications and service improvements.
• Driving operational excellence across support and service delivery functions.
• Collaborating with Product, Development, Cloud Operations, Infrastructure, and Implementation teams.

This role will lead the US-based Support and Service Delivery teams while working closely with global leadership to ensure consistent service standards and client outcomes.

The Impact
Opus EDM is a market-leading data management platform that acquires, validates, manages, and distributes trade, operational, risk, finance, and customer data, providing organizations with a single version of the truth within a fully governed and auditable environment.

As US Support & Service Delivery Manager, you will play a critical role in ensuring the successful delivery of services to some of the world's leading financial, energy, maritime, and trading institutions. You will be accountable for:

• Delivering exceptional client support experiences.
• Ensuring hosted client environments operate effectively and reliably.
• Leading teams responsible for resolving complex technical issues.
• Managing client communications during incidents, service requests, and change activities.
• Driving continuous improvement initiatives to improve service quality and operational performance.
• Maintaining strong relationships with clients and internal stakeholders.

Your leadership will directly impact client retention, operational performance, platform stability, and overall client satisfaction.

Job Responsibilities
Leadership & Team Management

• Lead and develop the US-based Technical Product Support and Service Delivery teams.
• Provide coaching, mentoring, performance management, and career development support.
• Foster a culture of accountability, collaboration, innovation, and customer focus.
• Work closely with global leadership to align support and service delivery strategies.
• Manage team resource planning and workload prioritization.

Technical Support Leadership

• Oversee the investigation, replication, diagnosis, and resolution of complex client issues.
• Act as an escalation point for critical incidents and major client concerns.
• Ensure timely resolution of support requests in line with agreed service levels.
• Review support trends and drive initiatives to reduce recurring issues.
• Work closely with Product and Development teams to identify software defects and enhancements.
• Ensure knowledge sharing and technical capability development across the team.

Service Delivery Management

• Own day-to-day service delivery activities across assigned client accounts.
• Manage client communications relating to incidents, changes, upgrades, maintenance activities, and service requests.
• Understand, manage, and prioritize client requirements while aligning internal teams to deliver against expectations.
• Facilitate and lead service reviews, operational reviews, and governance meetings.
• Develop and maintain Client Action Plans, Service Improvement Plans, and Root Cause Analysis documentation.
• Ensure adherence to service level agreements and operational commitments.

Client Relationship Management

• Build strong trusted relationships with client stakeholders.
• Act as the primary escalation point for service-related client concerns.
• Lead regular client review meetings providing updates on operational performance, incidents, improvements, and future initiatives.
• Promote transparency, accountability, and proactive communication.
• Partner with clients to identify opportunities for service optimization and increased value delivery.

Operational Excellence

• Monitor key performance indicators and service metrics.
• Drive continuous improvement initiatives across support and service delivery      operations.
• Ensure client implementation and operational documentation remains accurate and      maintained.
• Facilitate post-incident reviews and lessons learned activities.
• Collaborate with Infrastructure, Cloud Operations, Product Management, and Development      teams to improve service quality.
• Maintain oversight of hosted client environments to ensure availability, stability, and performance.

Vendor & Stakeholder Management

• Manage relationships with third-party vendors supporting client integrations and hosted services.
• Coordinate cross-functional teams to deliver technical and operational outcomes.
• Represent the voice of the client within internal strategic discussions.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Finance, or a related field, or equivalent practical experience.
• 5+ years of experience in EDM Support, Service Delivery, Technical Implementation, or a related client-facing leadership role.
• Experience leading technical support and/or service delivery teams.
• Strong understanding of enterprise software support processes and incident management.
• Advanced SQL skills and experience troubleshooting database-related issues.
• Experience with Microsoft SQL Server and/or Oracle databases.
• Experience supporting hosted, SaaS, or cloud-based solutions.
• Proven experience managing client relationships in a complex technical environment.
• Strong problem-solving and analytical skills.
• Excellentverbal and written communication skills.

Preferred Qualifications

• Experience working within Financial Services, Capital Markets, Energy, Trade, or Data Management environments.
• Knowledge of EDM platform functionality and architecture.
• Experience with AWS and cloud-based technologies.
• Working knowledge of Active Directory and XML.
• Understanding of ITIL Service Management principles.
• Experience leading service improvement and operational excellence initiatives.
• Project management, Agile, Scrum, or business analysis experience.
• Strong commercial awareness and understanding of financial data technologies.

Equal Opportunities Statement
At Gresham, we are committed to building a diverse and inclusive workforce that reflects the communities we serve. We actively encourage applications from individuals of all backgrounds and are dedicated to providing a workplace where everyone feels valued, respected and supported.
 
We make employment decisions based on merit, skills and potential, and do not discriminate based on any protected characteristic. We are also committed to making reasonable adjustments throughout the recruitment process and employment lifecycle.