Cloud Service Delivery Manager (live customers)

Job Purpose:

 Temenos Cloud is a division of Temenos that offers Temenos software products as a hosted service to financial institutions of all tiers and verticals. Reporting to the Regional Head of Operations, the Service Delivery Manager will align to all clients to manage the delivery of service to the accounts, including managing contracts, SLAs, and relationship with customers, as well as reporting both internally and externally on performance. The Service Delivery Manager manages the service desk and directs delivery teams to ensure the contracted services are as per agreements. This role will form key relationships with the Temenos Cloud customers and will be an ambassador for the Company. The focus of the role is to deliver exceptional customer service in the most cost effective and efficient manner.

Responsibilities and Accountabilities:

 Overall, responsibility is to ensure that the customer experience is exceptional, provide regular updates to customers during the incident resolution cycle and assist the technical teams in driving adherence to SLAs, inclusive of management of 3rd party vendors. Effective management of the customer in all respects and under any circumstances is critical, aligned with the management of internal resources, appropriate escalation and ongoing communication with all parties.

 Core responsibilities are as follows:

• Ensure that the Service Support and Service Delivery policies and processes are in place to meet individual Customer needs and are being met internally.
• To own Incident, Problem and to form a part of the CAB locally ensuring compliance to processes and standards.
• Act as a client escalation point and manage any escalations according to the Escalation processes.
• To provide communication and planning in order to assure major planned changes to service are delivered
• To provide availability management support to the local availability manager.
• Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review in line with major incident management process.

• To monitor and assess performance to ensure Temenos Cloud Services are meeting defined SLAs and KPIs and to prepare relevant Service Reports in line with customer and business requirements
• To meet with customer to cultivate feedback regarding the managed service and to facilitate any required improvements within Temenos Cloud.
• To facilitate service and support to projects where there is an impact to service areas (specifically 24/7 Operations) and ensuring such impact is controlled and minimised.
• To identify, implement and track improvement activities identified from service delivery processes, client and supplier meetings and reviews of significant service events. Drive a culture of continual service improvement.
• Liaise with the Account Managers for the customer, where appropriate or their notification or intervention is required.
• Make recommendations to improve the customer service experience and/or manage the workflow inter-department.
• Escalate any issues related to engagement with engineers and receiving information/updates.
• Manage third party Vendors, where relevant to the Customer. Escalate to the Regional Head of Operations if the SLA is likely to be jeopardised in any way.

Skills and Qualifications:

• Educational & Proficiency level: ITIL v3 certified, Strong working knowledge of ITSM service delivery concepts
• Technical knowledge: Technical background in IT network environment. Knowledge of TEMENOS products. Market standard operational frameworks and standards (ITIL, ISO27k, etc…), Cloud computing experience operating large cloud based environments in banking
• Others: This job involves the management of complex activities across multiple business areas demanding the ability to effectively solve problems, communicate clearly with internal and external stakeholders at all levels and motivate a team to deliver exemplary service to clients.
• Languages: English. (Optional: Spanish, French or other European language)