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Senior IT Service Delivery Manager

workatbackbase · 19 days ago
Negotiable
Full-time
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Join the banking revolution! As the global leader of Engagement Banking, Backbase is at the forefront of revolutionizing banking services through technology. Our Managed Hosting Solutions department is critical to ensure our customers are getting the full benefits of our Engagement Banking Platform product running in a stable, secure and performant manner.

We are looking for a Senior Service Delivery Manager who can help our Support teams to do the best job they possibly can. 

 

What you'll do

As a Service Delivery Manager, you will play a critical role in overseeing the operational aspects of our Managed Hosting Solutions. Your primary focus will be to lead and empower multiple teams, ensuring the highest level of service delivery for both internal and external stakeholders. Your expertise will be essential in maintaining and enhancing the operational efficiency and effectiveness of our hosting solutions.

  • Accountability for the daily operation of both your service Support teams, ensuring effective and efficient service delivery.
  • Manage service level agreements (SLAs) and ensure customer satisfaction.
  • Analyze team performance and support teams in removing bottlenecks, working towards sustainable continuous improvement.
  • Work with stakeholders inside the company to manage workload and improve performance, driving towards operational excellence together.
  • Ensure compliance with fintech industry standards.
  • Regular reporting of the quality and performance of service delivery to customers.
  • Act as a key point of contact for internal and external stakeholders regarding escalated managed hosting-related inquiries and issues.
  • Implement best practices in service management, including incident management and continuous improvement processes.
  • Ensure that escalations and ticket approvals are handled according to our agreed policies and standard operating procedures.
  • You will have people management responsibilities in this role and are responsible for supporting your reports in their career development.

 

Who you are

  • You bring energy and enthusiasm to your teams. You look at each challenge constructively and use it as an opportunity to learn and improve. 
  • You are comfortable working in a high-performance environment where high compliance and security standards apply.
  • Your experience motivates and inspires your teams’ members, and your presence allows them to operate with confidence in the knowledge their manager is there to provide support or advice.
  • You are comfortable coordinating critical escalations and creating successful resolutions.
  • You have a strong analytical mindset.
  • You have a proven track record in incident- and problem management.
  • Minimum of 5 years experience in service delivery or operational management, preferably in a hosting or fintech environment.
  • You have In-depth understanding of hosting technologies and cloud services.
  • You know about the ITIL framework and its application in service delivery.
  • You have a bachelor’s degree in Computer Science, Information Technology, or related field.
  • Excellent communication skills in English and interpersonal skills.

Last updated on Feb 12, 2024

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