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LösungenService Manager
One Lochrin Square 92, Edinburgh EH3 9QA, EH39QA Edinburgh, United Kingdom | Full-timeApply NowA bit about the role
As a member of the UK Service management team, you will be accountable for the successful management and maintenance of all IT systems and services provided to our UK SaaS clients; ensuring that IT services perform proficiently, with minimal downtime and to the highest level of customer (internal and external) satisfaction.
Your key tasks:
Act as the single point of contact for SaaS Services for one or more UK customers (Infrastructure, application support and development)
Coordinate Readiness Activities: Work with various teams to ensure all aspects of the product or service are ready for go live.
Ensure the delivery of Cloud and Infrastructure (C&I) and Application Management Services (AMS) according to the Service Level Agreements (SLAs) contracted to our customers
Regularly update, review or re-define SLAs with the customers and take responsibility for the external and internal communication in the event of a major incident
Coordinate the internal departments in order to drive remedial actions to harbour a continual service improvement ethos and regularly report on the services’ status to customers and to the Avaloq Management Team
Act as a supervisor for the implementation of the Service Management processes and proactively initiate actions required to maintain and/or improve the service level
Maintain effective communication with the customer(s) and the account managers and manage customer complaints, providing appropriate solutions; follow up to ensure resolution. Contribute to the increase of the customer satisfaction, through the “Voice of the Customer” portal.
Ensure tickets/requests raised contain the required documentation and follow defined SDLC processes.
A bit about you
Proven track record of successful delivery in a similar IT Service Management role; ITIL Certification and solid experience in incident , change and problem management
Robust analytical and strategic thinking, as well as the ability to grasp and document abstract and complex matters
You will have a well-developed result driven motivation with the ability to manage multiple time-sensitive and sometimes conflicting priorities
Teamwork and ability to share knowledge with the team you will possess exemplary stakeholder management and communication skills both written and verbal
Entrepreneurial spirit, persistence, affinity and love to strive for new challenges
It would be a real bonus if you have
Proven track record with matrix management in IT Operations support services
Additional information
We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.
In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.
We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.
Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.
Benefits
Annual bonus
At Avaloq we work hard to remain an industry leading provider and we love to reward our colleagues with a share of that success with an annual bonus, you will even remain eligible for annual bonus while you do the hardest job of your life – taking care of your children during parental leave.
Flexible working
We understand that fitting your life around your job can be challenging which is why in most roles we offer flexible working to allow you to thrive both in and out of work.
Instant recognition
We love to see people thriving in their roles and we have an instant recognition scheme at Avaloq to help managers reward the great work our colleagues deliver with a gift to say thanks.
Access to Udemy for professional and personal learning
We think it is important to learn and grow professionally, but if you are someone who likes to learn outside of work we give you access to online learning for both professional and personal learning, with over 210,000 courses to choose from.
A bit about us
Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 10 countries, and more than 160 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.
We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.