Analyst Sr Lead, Managed Service (Service Delivery Manager)
About The Position
The Managed Services Senior Lead Analyst (Service Delivery Manager) position within the Securities Processing Client Experience team manages the operational and service components of the relationship for a set of strategically important clients. This includes building strong relationships with client contacts and working collaboratively with internal stakeholders to ensure governance over our operational (BAU) service, conducting service value reviews and driving improvements to service and client relationships. The role serves as a senior point of escalation during service disruptions, ensuring incidents are managed decisively, communicated clearly and resolved with minimal business impact.
Requirements
- A bachelor’s degree (or equivalent work experience) in Finance/Economics/Accounting or MIS/IT/CIS or Engineering.
- Excellent communication, analytical and customer service skills.
- Dynamic and energetic personality with entrepreneurial spirit.
- Excellent interpersonal and organizational skills (team player).
- Ability to absorb new concepts quickly, think independently, and demonstrate keen problem-solving ability.
- Ability to convey/communicate complex concepts in a clear and understandable format.
- Proficiency in all Microsoft Office applications.
- Ability to multitask and prioritize workload with minimal supervision.
Nice To Haves
- Background in Capital Markets/back-office systems.
- Client Support background with experience working with users and troubleshooting issues.
- Strong technical skillset (e.g., working with complex programs, knowledge of development lifecycle, etc.)
Responsibilities
- Managing the service delivery component of the client relationship and facilitating meetings with key internal business areas to address and resolve key issues impacting the client
- Act as the primary escalation point for daily activities with an oversight into operational activities on a day-to-day basis
- Conduct regular Service Reviews with client(s) focused on the operational performance, SLA attainment, operational issues and/or ongoing client service improvement plans (SIP’s)
- Implement service improvements and identify opportunities to improve operational BAU service. Utilizes different inputs, such as metrics, performance trends & customer feedback to collate client SIPs and works with internal stakeholders to monitor and track progress
- Work collaboratively with Major Incident Management during incident runtime, escalating where necessary and ensuring recovery is achieved within SLA. Managing executive-level and client communication to ensure there is enhanced engagement during incident recovery
- Support Problem Management during root cause analysis reviews, escalating where necessary. Review & tailor RCA reports for client view and distribute to client(s)
- Participate in change governance to review and identify any change conflicts or areas of concern for the client. Communicate the forward schedule of change for clients and seek technical expertise to avoid potential change conflicts.
- Support client service requests with oversight into the nature of the request, managing client expectations and liaise with internal support teams for fulfilment. Escalating where client satisfaction or SLAs are threatened.
- Provide on-call escalation support for clients
Benefits
- A voice in the future of fintech
- Always-on learning and development
- Collaborative work environment
- Opportunities to give back
- Competitive salary and benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
