Service Delivery Manager SaaS EMEA (f/m/d)

<h3>Company Description</h3><p><strong>Writing the future. Together. </strong><br/><br/>Avaloq is a value driven, fast-paced financial technology and services company and we are committed to developing the banking solutions of tomorrow. <br/><br/>By joining Avaloq, you’ll become a key part of our effort to power the digital transformation of the financial services industry. Our ambition is big and bold – to provide full end-to-end digital solutions by combining our leading efficiency with a flexible, responsible digital user experience. Headquartered in Zurich, Avaloq has over 2,000 employees globally. More information is available at <a href="http://www.avaloq.com">www.avaloq.com</a>  </p><h3>Job Description</h3><p><strong>Your team</strong></p><p>You will be part of the SaaS Operating Center which is responsible to ensure stable platform operations of our Avaloq software and products for our clients.</p><p>As a Service Delivery Manager  you will be accountable of  seamlessly efficient and effective end-to-end provision of one or more SaaS client services. Your task will consist of interacting with clients to assure service delivery, analysing customer requirements and solving incidents/issues and monitoring to ensure application availability. You will coordinate with the service desk and other delivery units such as L3, project delivery and client management to resolve incidents and problems.<br/><br/><strong>Your mission</strong></p><ul><li>Ensure service monitoring and reporting</li><li>Monitor SLA fulfillment and Service KPI and define corrective actions when required</li><li>Support Incident and Problem Management</li><li>Ensure client satisfaction and continuous improvement</li><li>Onboarding of new bank services and clients</li></ul><h3>Qualifications</h3><p><strong>What you need </strong></p><ul><li>Technical degree in IT or business related area</li><li>Experience in the banking suite</li><li>Good understanding of IT processes</li><li>Strong in communication, able to relate to relevant internal and external stakeholders along with end users</li><li>High service orientation</li><li>Excellent analytical, problem-solving skills</li><li>Be initiative and come-up with fresh ideas to further improve our service delivery quality</li><li>Fluency in German, very good written and spoken English</li></ul><p><br/><strong>You will get extra points for the following</strong></p><ul><li>Knowledge of Avaloq Core &amp; Front Platform</li><li>ITIL certification</li></ul><h3>Additional Information</h3><p><strong>Now let's talk about perks and compensation</strong></p><p>We offer high flexibility in regards to working models (e.g. part time and home office models are possible depending on business requirements). Our base salaries are competitive and if you prove to be a superstar, you might even be entitled to an extraordinary achievement reward. Avaloq aims to share its success with all its employees by paying out “Success Share Units” depending on its performance in a given year.</p><p>At Avaloq we embrace diversity, we embrace difference. We are whole-heartedly committed to equal employment opportunities and we foster an inclusive culture where everyone’s' contributions are valued and their voices are listened to. We hire, compensate and promote regardless of origin, age, sexual orientation, gender identity or any other fascinating characteristics that make us different. Please note that our job descriptions are intended to be written in an inclusive and gender neutral language.</p><p><br/><strong>Don’t be shy – apply!</strong><br/><br/>Please only apply online, preferably with pdf documents.</p><p>Note to Agencies: All unsolicited résumés will be considered direct applicants and no referral fee will be acknowledged.</p>