Service Delivery Manager

**ABOUT TEMENOS**

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.

Temenos enables growth for two-thirds of the world’s top 1,000 banks and 70+ challenger banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

**THE ROLE**

Temenos Cloud is a division of Temenos that offers Temenos software products as a hosted service to financial institutions of all tiers and verticals.
The role of the **Service Delivery Manager **is to act as a single point of contact for customers of our Australian SaaS Banking platform. With a remit covering relationship building, commercial and service delivery management, this role is ultimately responsible for the ongoing success of the relationship with the customers assigned to the Service Delivery Manager.

This role acts as an advocate for the customer internally - always responding positively to customer requests and coordinating internal teams to achieve desired outcomes. The **Service Delivery Manager** will escalate internally if our service delivery is not aligned with customer expectations and SLAs. The Service Delivery Manager will constantly aim to build client trust and advocacy through proactive, transparent and result-focused communication.

**OPPORTUNITIES**

**Overall, responsibility is to ensure that the customer experience is exceptional, provide regular updates to customers during the incident resolution cycle and assist the technical teams in driving adherence to SLAs.** Effective management of the customer in all respects and under any circumstances is critical, aligned with the management of internal resources, appropriate escalation and ongoing communication with all parties.

Core responsibilities are as follows:

- You will be single point of contact, representing Temenos Cloud and empowered as an ambassador in front of the client with the brief to ensure success
- You will monitor, assess and manage delivery in accordance with contractual SLAs
- You will have ownership of all customer communication relating to service delivery and ensures that communication is positive, outcome-focused and proactive
- You will manage customer escalation path including acting as the main client escalation point
- You will establish and run regular activities with customer, including:

- Weekly backlog review and prioritization
- Monthly operational review and SLA report
- Quarterly executive governance
- You will drive backlog closure by resolving tickets directly during first contact, or by engaging relevant specialist teams and driving their delivery
- You will be responsible for end-to-end ownership of a ticket from initial creation through to delivery and ticket closure, including driving delivery of any supporting teams that contribute to ticket resolution
- You will work with offshore Cloud Operational Managers and resolver groups to ensure quality and continuity of customer communication, ticket updates and ticket resolution and provide customers with uninterrupted & continuous support with expanded time zone coverage
- You will ensure compliance with all contractual client and internal processes in the transition from Project to Operations
- You will escalate as required to minimize impact of issues in service delivery or incident management
- You will work with Incident Management Team to prepare Post-Incident Reports and Root Cause Analysis for major incidents, monthly SLA and operational reports
- You will proactively identify, implement and track improvement activities identified from service delivery metrics, client meetings and reviews of significant service events to drive a culture of continual service improvement
- You will adhere to process and industry best practices including the request, change and release management processes to ensure high levels of compliance and accurate reporting
- You will proactively plan, schedule and execute all changes, release and maintenance activities
- You will own end-to-end contracts for standard change requests and services effort
- You will manage the financial performance of the service in line with the contract and approved financial baseline, including internal notifications for any potential impacts to the financial health of the service

**REQUIREMENTS**
- Educational & Proficiency level: ITIL v3 certified, Strong working knowledge of ITSM service delivery concepts
- Technical knowledge: Technical background in IT network environment. Knowledge of TEMENOS products. Market standard operational frameworks and stan