Service Delivery Manager

Pico•Chicago, IL

About The Position

Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle. We are a global company headquartered in New York, with offices in Chicago, London, Singapore, Hong Kong and Tokyo. The purpose of the Global Service Delivery role is to deliver the product suite Pico offers, including network infrastructure, hosting, analytics and software for our electronic trading clients. Global Service Delivery is central in Pico’s organizational structure and focuses on successful management and delivery of client projects, working collaboratively internally and externally. The role of the Service Delivery Manager is to deliver projects successfully and with the highest level of service to clients, converting projects to organizational revenue swiftly. Project management is a core responsibility of the Service Delivery Manager, who works closely with external and internal clients to assess and document requirements, construct project plans, coordinate delivery, and communicate weekly status of various initiatives.

Requirements

Highly driven, results and detail-oriented individual with a commitment to excellence and self-learning
Ideally a graduate with a minimum of 5 years’ relevant experience including PMP, Prince2 or PSM certification
Strong organizational and time management skills with the ability to work autonomously and as a team player
Manage multiple concurrent workstreams, adapting to changing priorities while maintaining high quality standards
Financial market awareness including areas such as market participants, trading, market data and regulatory themes
Technology-minded with foundational understanding of Hosting/Network/Systems/Cloud/ Software/IT Operations and their interoperation
Excellent written and verbal communication skills and ability to engage with senior management and sensitive clients
Availability for occasional client onsite visit and in-person team meetings with greater Delivery team
Working knowledge of MS PowerPoint, Excel, Word and Project as well as JIRA and Salesforce
The role holder will have a schedule of Tuesday- Saturday to support the needs of the clients and the business.

Responsibilities

Serve as a Project manager and Subject matter expert within a dynamic and demanding capital markets environment
Collaborate with clients and cross-functional technical teams to define project deliverables and development complex global solutions. This includes requirements-gathering sessions with clients and/or Pico internal teams and documenting assumptions, decisions, risks, and actions.
Lead internal team(s) to prioritize approved project initiatives by analyzing their strategic importance, addressing outstanding tasks, and identifying obstacles, budget constraints, resource needs and deadlines.
Develop and maintain proactive verbal and written communications with clients, stakeholders and projects teams to ensure effective project delivery, risk mitigation and traceability.
Manage Shared project plans, lead planning calls, coordinate with engineering teams and provide regular project updates through internal systems
Forecast and track project related revenue using project highlighting risks that may impact forecast dates via regular weekly project updates
Prioritize client requests negotiating with clients and internal stakeholders as needed on delivery dates
Manage escalations – flagging project scope or timelines are in jeopardy and proposing remediations to guide next steps
Identify and manage projects that are on hold by communicating hold reasons and offering proposals for continuing or cancelling projects accordingly
Develop strong client relationships to understand their environments, dependencies and goals. Coordinate across the organization to deliver complex projects, ensuring internal accountability and managing clients contributions effectively.
Evaluate all key project deliverables, as well as final product, to ensure traceability of requirements and customer acceptance
Effectively translate requirements into plans, presentations, or specification documents for review with clients, management and for use by Sales
Complete the “permit to operate” process for production readiness by meeting the documentation and handover requirements documented by the Operations teams
Collaborate with client on overall book of work to drive visibility and prioritization to support client in achieving business goals.
Occasional evening/weekend work needed to support internal and external work