Service Delivery Manager Apac

2 weeks ago

Sydney, Australia Fenergo Full time

**Come join the team that’s transforming financial services**
- Work on global client projects that are transforming every part of their digital customer journeys.
- Collaborate with global, cross-functional teams to revolutionize how we develop and deliver.
- Own your own career with defined training and role tracking.

**About Us**:
Fenergo is the No. 1 provider of Digital Client Lifecycle Management technologies for the global financial services sector. With 80+ clients across the world, we count 32 of the top 50 banks as clients.

We are a global team of 850+ professionals who are digitally transforming how financial institutions manage customer journeys through every stage of the client lifecycle - _from remote account opening and onboarding to compliance to product origination to ongoing due diligence (KYC)_ - to deliver the best customer experience possible.

We collaborate and partner with some of the biggest firms in the world including DxC Technologies, Capgemini, PwC, Accenture, Salesforce and IBM to name but a few. With operations across 14 global offices, we deliver world-class technologies locally.

**Requirements**:
**Overview of Role**:
**Main Responsibilities**:

- Ensure customer satisfaction through outstanding customer service and high-quality technical service delivery.
- Manage and prioritize tickets regarding health and security of the system.
- Build strong relationships with our clients and internal stakeholders across the business
- Lead a team of onshore and offshore cloud engineers; foster high-performance, collaborative technical work resulting in high-quality output.
- Present frequently to senior client stakeholders on service status, environment health, incident reports, root cause analysis, service improvement initiatives etc.
- Take the lead on Major Incident Responses and escalate as required.
- Ensure that the APAC region is adhering to Fenergo’s global standards for Cloud Ops in the areas of security, data protection, change management and risk management.
- Ensure that the APAC region’s hosting costs are within the contractually agreed budget.
- Clearly and succinctly document communications with customers.
- Willingness to take ownership and ability to show strong personal commitment for the department and the team goals.
- Manage relationship with AWS Managed Service Provider and hold them to account on their service levels.
- Measure team efficiency and drive continuous improvement.
- Ensure we are measuring the right things to influence and drive optimizations.

**Experience**:

- A self-starter with an ability to work to deadlines in a fast-paced environment
- A proven track record of client stakeholder management including exec level stakeholders
- Excellent oral and written communication skills
- Strong people management and influencing skills
- Experience driving automation and process improvement
- Experience of working in AWS Cloud Operations is preferred
- Knowledge of cloud security best practices is preferred
- Knowledge of cloud industry trends is preferred

**Benefits**
- Opportunity to work with clients and colleagues on a global scale
- Buddy system for all new starters
- Collaborative working environment
- Extensive training programs, classroom and online, through ‘Fenergo University’
- Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies
- Defined training and role tracking to allow you see and assess your own career development and progress
- Active sports and social club

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