Job Summary:
We are seeking a seasoned Service Delivery Expert to lead our support team in delivering exceptional services to clients.
Key Responsibilities:
* Ensure compliance with procedures, instructions, KPIs, and support contract commitments
* Lead onboarding processes for clients during production launches
* Communicate with clients via telephone, email, or IM to report current status of issues
* Oversee resolution of major incidents, ensuring timely communication and resolution
* Take responsibility for completing support contract conditions
* Organize and supervise maintenance routine operations & project development tasks within the support team
* Manage investigation of technical issues
* Manage a project support group in the Maintenance and Support department
* Organize and manage workload of the team and their backlog
* Identify opportunities for process improvements and implement best practices to enhance service delivery
* Identify opportunities to enhance teams' active monitoring and reporting
* Report on key performance indicators (KPIs) with required stakeholders
Requirements:
* 3+ years of experience in IT Service delivery management
* Strong understanding of the ITIL framework
* Knowledge of DevOps and SRE principals, software development lifecycle
* Excellent written and verbal communication skills with internal stakeholders and customers
* Strong analytical and problem-solving skills
* Strong leadership skills
* Experience in participation in projects in the field of development, deployment, and maintenance of the product
* Experience in commercial software deployment
* Experience in project management understanding of methodologies is a plus
* Knowledge of the financial software for trading is a plus
* Bachelor's or Master's Degree in IT or relevant experience
* ITIL certification is a plus
Why you'll love working here:
* Opportunity to work with respected institutions
* Delivering products and tailor-made solutions for retail and brokerage houses, exchanges, and buy-side firms
* Complex software development projects, market data products, and consulting services