Service Delivery Manager

Job Purpose:

We are seeking a Service Delivery Manager to join our growing Managed Services team. This role is responsible for overseeing service delivery across our client base in EMEA, APAC, and the Americas, acting as the primary point of contact for client relationships related to delivery. The SDM will manage day-to-day operations, ensuring service levels are met by leading and coordinating a matrixed team. Using best practice methodologies and tools, you’ll drive consistent delivery, manage escalations, and be accountable for service quality and client satisfaction.

What You’ll Do:

·       Ensuring Gresham’s SLA (Service Level Agreements) targets with customers are upheld, identifying ways to improve our service delivery

·       Acting as a first escalation point where exceptional business impact is experienced

·       Proactively working with customers and the internal organisation to improve services and procedures governing provision of Gresham’s Managed Service

·       Arranging and attending regular customer service review meetings to cover service level delivery and cases raised

·       Proactively monitoring service levels of third parties involved in delivery of the Managed Service

·       Creating reports to analyse and review service performance

·       The SDM will work with the managed service team directly to the Customer, be a permanent Customer Facing role in key accounts, be a visible and trusted representative of the business unit and provide a conduit and point-of-contact for the customer to assure a partner relationship and give the customer confidence and belief in their ability to rely on Gresham’s managed service

About You:

·       You have worked in the financial services industry and have experience in managing or working alongside a software managed service department

·       A good understanding or Jira / Jira service desk for creation of customer dashboards and service review content

·       You have experience in implementing new processes and procedures in conjunction with the Head of Managed services tailored to individual clients

·       You can manage executive customer relationships and key business stakeholders

·       Experience with contract and statement of work development

·       Ideally, a Technical Background in Datacentre Services & Cloud Delivery, experience in delivering services under an ITIL Framework and understanding to a competent level of IT Infrastructure, Datacentre and Public/Private Cloud Concepts

·       Experienced in documentation of process mapping and IT Service management and related processes across request fulfilment, configuration and change management

About Us

A career at Gresham provides a unique blend of agility, innovation, empowerment and warmth. We’re well established with global clients and an admired product meaning you can feel secure and confident about your future. We still retain the agility and intimacy of a small business, meaning you can influence change and see the impact of your ideas. We limit hierarchy and are big on collaboration, so you’ll be challenging and stretching yourself every day, working with leading edge technologies that help improve integrity and accuracy in the Financial Services sector. You’ll feel at home in our friendly, supportive, people-centric culture where we work towards common goals, not individual interests.

Gresham helps global businesses connect, reconcile, and control their data, systems and processes. And in doing so, we deliver something that is vital to modern business. Data confidence. Our teams are responsible for building and delivering leading edge solutions to our customers, the world’s top financial institutions.

About our Values:

Our culture and everything we do is underpinned by our values; we Embrace Learning, We Create Together, Be the Champion, and Make It Simple. We Harness the value of different perspectives, backgrounds and experience. Everyone has the potential for extraordinary ideas and action. The sum is greater than its parts. Lean in and together we will find innovative solutions for today's problems and tomorrow's opportunities. We take ownership for delivering success, delighting our customers, and helping our business and our people to grow and flourish. We believe in the power of simplicity. Focus on clarity through expertise and eliminate unnecessary complexities - in the big things and the small things.