Service Delivery Manager

Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm operating as part of State Street and integral to the Alpha product set. Customers include the world’s top investment management, wealth management, banking, and insurance firms. The Service Delivery Manager enhances long-term relationships with our customers through daily control of, and continuous review and improvement of our Operations and Support processes.

Role and Responsibilities

This new role has been established to support the growth and complexity of our business.

This is a critical role to ensure our service levels and approaches are monitored and maintained; it will impact the success of relationships with clients, enhance our business through continuous review and improvement of CRD’s Operations functions with specific reference to key strategic clients.

The Service Delivery Manager will work with Global and Regional Heads of Delivery, assure that operational control gates governing Project release into the Live environments are observed and escalate risks to the steering group and if necessary, executive management layer.

The role will also work alongside the On-Boarding and Upgrade teams, Client Management and Global Operations Centre to ensure that our process is being followed, measured and clients are managed through all aspects of their life cycle with Charles River.

This role will take responsibility for identifying opportunities for process improvement based on data and enhance reporting of the operations both internally and to senior client teams.

This role works closely with the Global Operations Centre (GOC) to ensure availability of the Charles River IMS Platform and associated support services.
- Ensure Batch reporting for end-to-end daily reporting
- Focus on Responsibility for definition and monitoring and analysis of KPI.
- Identifying Improvements based on this data.
- SaaS Deployments.
- Various Available modules and general understanding of each of them.
- Data Platform and Services.
- Product Integration.
- Batch Processes.
- Start of day readiness.
- Support planning, priorities and issue management across the organisation
- End to end ownership and accountability of managing client environments
- Ownership of change management communications
- Operations Channel into Exec Management
- Daily updates.
- Escalation target for Operations and other delivery groups.

Business Recovery Management
- Mobilisation of Major incident process from a CRD perspective.
- Take lead and drive on priority incidents for key clients.
- Process Improvement
- Identify Chronic issues.
- Recommend and collate ideas for improvement.
- Build business cases and drive for Recommendations to Actions
- Data Analysis
- Build and analyse reports to be shared with internal and external stakeholders
- Responsibility for support case hygiene and improving response and resolution time
- Provide guidance and oversight to Incident Management
- Ensure follow ups to major Incident management.
- Be a key point of contact for Incident Review and Management

General Requirements
- Minimum 8 years of Financial / Software Services industry background with financial market information systems preferred. Experience in Services / SaaS environment with a focus on Service Management
- Demonstrate leveraging a strong analytical mindset to generate Management Information using ServiceNow and SalesForce
- Experience in leading high performing technical teams and ability to motivate staff in high pressure environments.
- Demonstrable history of identifying and delivering process improvement, including exceptional prioritisation skills.
- Proven ability to partner with various internal departments to deliver superior customer service.
- Have an established successful Client Management and Support record of accomplishment.
- Front, Middle and Back Office, as well as instrument type knowledge across equities, fixed income, derivatives, FX etc.
- Demonstrated ability to face up to client C-Level management, using a hands-on approach, in major and medium sized corporations.
- Understanding of multi-tier technical architectures and relational database structures. Familiarity with SQL, FIX, Crystal Reports, messaging, and web services a plus.
- Demonstrated ability to meet self-imposed deadlines with proactive management skills to drive team outcomes and deliverables.
- Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.

Qualifications
- Bachelor’s Degree from a university or college in Business Management, Economics, Finance, Computer Science, Engineering or the like.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve bee