Service Delivery Manager, VP

3 weeks ago

Melbourne, Victoria, Australia STATE STREET CORPORATION Full time

Charles River Development (CRD) is a rapidly growing financial software and services firm, part of State Street, serving top investment management, wealth management, banking, and insurance clients. The Service Delivery Manager role focuses on strengthening customer relationships through operational oversight and process improvement.

Support Team Management
  • Manage a team supporting a cloud-native (Azure) platform.

This role supports business growth and ensures service levels are maintained, impacting client relationships and operational efficiency. The manager collaborates with global and regional delivery heads, oversees project releases, and escalates risks. They work with onboarding, upgrade teams, client management, and the Global Operations Centre to ensure process adherence and client lifecycle management. The role involves data-driven process improvements and reporting, particularly for the Charles River IMS Platform.

  • Ensure daily batch reporting, KPI monitoring, and process improvements.
  • Support SaaS deployments and understand various modules and data services.
  • Manage client environments, change communications, and operational updates to executive management.
Business Recovery Management
  • Lead major incident processes and drive incident resolution for key clients.
  • Identify and recommend process improvements, build business cases, and implement actions.
    • Analyze reports and improve support case response times.
    • Oversee incident management and review processes.
    General Requirements
    • At least 8 years in financial/software services, with experience in SaaS and service management.
    • Strong analytical skills with ServiceNow and Salesforce.
    • Experience leading technical teams, process improvement, and client management.
    • Knowledge of financial instruments and technical architectures, SQL, FIX, reports, and web services is a plus.
    • Excellent communication, troubleshooting, and customer service skills.
    Qualifications
    • Bachelor's degree in Business, Economics, Finance, Computer Science, Engineering, or related fields.
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  • Service Delivery Manager, VP

    3 weeks ago

    Melbourne, Victoria, Australia STATE STREET CORPORATION Full time

    Charles River Development (CRD) is a rapidly growing financial software and services firm, part of State Street, serving top investment management, wealth management, banking, and insurance clients. The Service Delivery Manager role focuses on strengthening customer relationships through operational oversight and process improvement.Support Team...

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