Job Description
Benefits
Pulled from the full job description
Health insurance
Matched giving program
Paid volunteer leave
Full job description
Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm operating as part of State Street and integral to the Alpha product set. Customers include the world’s top investment management, wealth management, banking, and insurance firms. The Service Delivery Manager enhances long-term relationships with our customers through daily control of, and continuous review and improvement of our Operations and Support processes.
Role and Responsibilities
Support Team Management
Demonstrated experience managing a team that supports a cloud native (Azure) platform
This new role has been established to support the growth and complexity of our business.
This is a critical role to ensure our service levels and approaches are monitored and maintained; it will impact the success of relationships with clients, enhance our business through continuous review and improvement of CRD’s Operations functions with specific reference to key strategic clients.
The Service Delivery Manager will work with Global and Regional Heads of Delivery, assure that operational control gates governing Project release into the Live environments are observed and escalate risks to the steering group and if necessary, executive management layer.
The role will also work alongside the On-Boarding and Upgrade teams, Client Management and Global Operations Centre to ensure that our process is being followed, measured and clients are managed through all aspects of their life cycle with Charles River.
This role will take responsibility for identifying opportunities for process improvement based on data and enhance reporting of the operations both internally and to senior client teams.
This role works closely with the Global Operations Centre (GOC) to ensure availability of the Charles River IMS Platform and associated support services.
Ensure Batch reporting for end-to-end daily 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 organisation
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 background with 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.
Pulled from the full job description
Health insurance
Matched giving program
Paid volunteer leave
Full job description
Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm operating as part of State Street and integral to the Alpha product set. Customers include the world’s top investment management, wealth management, banking, and insurance firms. The Service Delivery Manager enhances long-term relationships with our customers through daily control of, and continuous review and improvement of our Operations and Support processes.
Role and Responsibilities
Support Team Management
Demonstrated experience managing a team that supports a cloud native (Azure) platform
This new role has been established to support the growth and complexity of our business.
This is a critical role to ensure our service levels and approaches are monitored and maintained; it will impact the success of relationships with clients, enhance our business through continuous review and improvement of CRD’s Operations functions with specific reference to key strategic clients.
The Service Delivery Manager will work with Global and Regional Heads of Delivery, assure that operational control gates governing Project release into the Live environments are observed and escalate risks to the steering group and if necessary, executive management layer.
The role will also work alongside the On-Boarding and Upgrade teams, Client Management and Global Operations Centre to ensure that our process is being followed, measured and clients are managed through all aspects of their life cycle with Charles River.
This role will take responsibility for identifying opportunities for process improvement based on data and enhance reporting of the operations both internally and to senior client teams.
This role works closely with the Global Operations Centre (GOC) to ensure availability of the Charles River IMS Platform and associated support services.
Ensure Batch reporting for end-to-end daily 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 organisation
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 background with 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.
💡 Quick Summary
Seeking a career-building opportunity? The Service Delivery Manager, VP position is now open for candidates interested in the Bank Jobs sector. This role in Melbourne 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.
