Job Description
About Temenos
We’re passionate about helping banks to perform better, so we solely focus on creating banking software. Temenos offers cloud-native, cloud-agnostic, API-first digital banking, core banking, payments, fund management, and wealth management software products, enabling banks to deliver consistent, frictionless customer journeys and achieve market-leading cost/income performance. Our products combine the richest end-to-end packaged country model bank functionality and the most advanced technology, helping our clients go-live faster, giving them the freedom to innovate and deliver personalized experiences.
We are technology first, with 700+ published APIs, we partner with 100+ Fintechs in our marketplace. We have been recognized year after year by Gartner, IBS, and Forrester for our award-winning solutions.
Temenos is the 4th largest European Software company, with over 3000 clients in 150 countries. We are proud of our 7500+ Temenosians working across the globe to make banking better!
THE ROLE
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 should be involved as early as necessary in the final stages of the Implementation Project to ensure that the transition phase is effective and risk free
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. SDM will own the proactive and effective Client communication of all Incident Management activities and mitigations and shall be responsible to ensure that the appropriate internal escalations are progressed to minimise any impact
Key Responsibilities
• To monitor and assess performance to ensure Temenos are meeting defined SLAs and KPIs and to prepare and where necessary present relevant reports in line with Client and internal requirements. Where there is any failure to meet SLAs and KPIs the SDM will plan and communicate a recovery or mitigation plan and closely monitor progress
• 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
• To provide communication and planning in order to assure major planned changes to Services are delivered Meet with Client to obtain feedback regarding the Services and facilitate any required improvements within Temenos.
• 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
Skills & Experience
• 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. Prepare and present such financial reports as may be requested in addition to the standard data to be included in the Monthly Management Dashboard. All such reporting to be aligned with the appropriate Regional
We’re passionate about helping banks to perform better, so we solely focus on creating banking software. Temenos offers cloud-native, cloud-agnostic, API-first digital banking, core banking, payments, fund management, and wealth management software products, enabling banks to deliver consistent, frictionless customer journeys and achieve market-leading cost/income performance. Our products combine the richest end-to-end packaged country model bank functionality and the most advanced technology, helping our clients go-live faster, giving them the freedom to innovate and deliver personalized experiences.
We are technology first, with 700+ published APIs, we partner with 100+ Fintechs in our marketplace. We have been recognized year after year by Gartner, IBS, and Forrester for our award-winning solutions.
Temenos is the 4th largest European Software company, with over 3000 clients in 150 countries. We are proud of our 7500+ Temenosians working across the globe to make banking better!
THE ROLE
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 should be involved as early as necessary in the final stages of the Implementation Project to ensure that the transition phase is effective and risk free
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. SDM will own the proactive and effective Client communication of all Incident Management activities and mitigations and shall be responsible to ensure that the appropriate internal escalations are progressed to minimise any impact
Key Responsibilities
• To monitor and assess performance to ensure Temenos are meeting defined SLAs and KPIs and to prepare and where necessary present relevant reports in line with Client and internal requirements. Where there is any failure to meet SLAs and KPIs the SDM will plan and communicate a recovery or mitigation plan and closely monitor progress
• 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
• To provide communication and planning in order to assure major planned changes to Services are delivered Meet with Client to obtain feedback regarding the Services and facilitate any required improvements within Temenos.
• 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
Skills & Experience
• 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. Prepare and present such financial reports as may be requested in addition to the standard data to be included in the Monthly Management Dashboard. All such reporting to be aligned with the appropriate Regional
💡 Quick Summary
Seeking a career-building opportunity? The Service Delivery Manager position is now open for candidates interested in the Bank Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.