Senior Service Manager - SaaS

Senior Service Manager - SaaS

• Full-time

Company Description

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 160 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.

We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

Job Description

We are seeking a Senior Service Manager to join our team. The ideal candidate will act as the single point of contact for one or more high-profile customers for our SaaS Application Management Services (“AMS”). You will be responsible for ensuring the delivery of AMS services according to the Service Level Agreements (SLAs) contracted to our customers. You will negotiate and manage SLAs with the customers and be responsible for the external and internal communication in case of major incidents. You will coordinate internal departments to ensure quick solutions and subsequent remediation actions.

You will report regularly on the status of the services to the customers and to Avaloq Management. You will shape and supervise the implementation of the Service Management processes and governance and proactively initiate actions required to maintain and/or improve the service level. You will keep effective communication between the customer and Avaloq. Finally, you will contribute to the increase of the customer satisfaction through the internal “Voice of the Customer” portal.

This position can be based in Zurich or Geneva.

Qualifications

• Experience in working with multiple stakeholders, building a network of contacts, and maintaining high visibility as trusted point-of-contact
• Proven track record of working effectively within collaborative service and operational team structures, ideally in a technology/banking environment, with strong service management experience in the IT outsourcing services area
• Very good understanding of the banking business (wealth management), its interaction and dependence on IT services
• Knowledge and experience of outsourcing contracts, SLAs and suppliers’ management, as well as service monitoring methods and tools
• Project management experience
• High prioritizing and decision-making abilities
• Ability to build rapport on different hierarchical levels within the customers and providers organizations and to analyze, simplify complex problems and to be able to communicate them to others
• Ability to drive meetings and manage conflicts
• Excellent communication and presentation skills with proficiency in English and French

Additional Information

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.