The Service Manager is accountable to ensure a seamless, efficient, and effective end-to-end implementation and execution of assigned ITIL processes.
Your key tasks
- Act as the single point of contact for one or more customers for IT Outsourcing (ITO) and Application Management Services (AMS) in the existing Avaloq SaaS Center, Platform operations and AMS L2, L3 Organizations
- Ensure the delivery of ITO & AMS services according to the Service Level Agreements (SLAs) contracted to our customers
- Regularly update, review or re-define SLAs with the customers
- Responsible of the external and internal communication in case of major incidents
- Coordination of internal departments in order to favour a quick solution and subsequent remediation actions
- Report regularly on the services’ status to the customers and to the Avaloq Management Team
- Supervise the implementation of the Service Management processes and proactively initiate actions, required to maintain and/or improve the service level
- Keep an effective communication with the customer and the account managers, facilitating the communication flow between the customer and Avaloq
- Contribute to the increase of the customer satisfaction, through the internal “Voice of the Customer” portal
- Ensure tickets/requests raised contain the required documentation and follow defined SDLC processes
- Ensure clear representation and consistent communications internally and externally.
- Collate, prepare and submit/present defined KPIs and Statistics.
- Bachelor’s Degree in computer science or at least 10-12 years of practical experience in IT Service Management
- ITIL Certification
- ACCP certification is a plus
- Solid experience in incident and problem management
- Excellent stakeholder management and communication skills
- Strong analytical and strategic thinking, as well as the ability to grasp and document abstract and complex matters
- Strong result orientation and stress resistance
- Teamwork and ability to share knowledge with the team
- Strong verbal and written communication skill
It would be a real bonus if you have
- Entrepreneurial spirit, persistence, passion and striving for new challenges
- Proven track record with managerial or technical leadership experience in IT Operations support services
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.
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