SERVICE DELIVERY MANAGER

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Custodia Technology is a communications compliance consultancy and service provider focussed on the financial trading market. Currently based in New York and London, Custodia Technology works with customers to design & deliver strategies and solutions enabling technology transformation across the entire communications compliance technology landscape.

Description:

As the Service Delivery Manager, you will be accountable for the support of operations in the designated areas encompassing the effective and efficient operational support of third-party relationship. This position oversees several key functions within the department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a Customer Internal / External stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

 

Responsibilities:

  • Provide oversight for the operations and support of systems that fulfil the needs of the business and provides input to the Operations Lead as well as to peer direct reports responsible for other aspects.

  • Produce agreed, timely, reliable, and accurate service reports for all IT services based on service targets documented in SLAs.

  • Works with business operations teams to ensure good coordination of planned changes without impacting business processes, and ensure support coverage where needed.

  • Own the IT side of the relationship with the customers. Ensures customer service expectations and SLAs are met, and all contractual and agreed reports are provided.

  • Assist with compliance reviews to ensure requests are closed out in a timely manner

  • Service review management, planning, preparation, reporting, CSAT management, risk management, major escalation, and resolution ownership and reporting.

  • Ensuring that implementations and ongoing services are delivered on time and meet end customer/client requirements.

 

About You:

  • You will be educated to Degree level or equivalent.

  • Subject within a relevant subject in computer science, information systems, business administration or related field, or equivalent work experience and have Experience working within a customer-led environment and ability to manage expectations and build relationships

  • Demonstrated experience in establishing standard processes and managing performance to achieve key metrics

  • Preferably proven experience or demonstrated capability in working IT operations teams in complex and dynamic environments requiring 24/7 support

  • Computer skills – highly competent with all relevant software (e.g. MS Excel, Visio, project/task management, DevOps etc.

  • Preferably experience in effectively coordinating with cross-functional teams and influencing key stakeholders.

 

Knowledge/Skills:

  • Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role.

  • Good service management planning and execution skills.

  • Display initiative and ownership, whilst understanding limits of own authority.

  • Strong verbal and written communication skills, including the ability to explain technical.

  • concepts and technologies to key stakeholders, whilst translating business concepts

  • into IT Support teams.

  • Customer-oriented professional who can multi-task and are passionate about the

  • delivery of customer service and relationship building.

To apply for this role, please send a covering letter and CV to careers@custodiatechnology.com