KEY RESPONSIBILITIES The SDM will be engaged prior toGo-live and will ensure compliance with all contractual client and internalprocesses and best practices in the transition from Project to Operations. SDM owns the Client communication forIncident Management with the support of the respective Support Manager, and theCCC-Shift Lead who will take the role of Incident Manager for Major Incidents. The SDM is accountable for theincident status reported in Monthly Service Review and providing PIRs and RCAsfor Major Incidents.
Act as the main Client escalationpoint and manage any escalations according to internal and contractual or otheragreed processes. SDM will regularly confirm and report Client Satisfaction. Proactively identify, implement andtrack improvement activities identified from Service delivery metrics, clientand supplier/partner meetings and reviews of significant Service events. Drivea culture of continual Service improvement.
Prepare a Monthly ManagementDashboard based on the standard template or otherwise as agreed with RegionalHead of Cloud Operations.
Manage the financial performance of the Service in line with thecontract and approved financial baseline and provide early warning of anypotential impact to the financial health of the Service. Engage with the Account Manager forthe Client and internal teams such as Security and Architecture whereappropriate or intervention is required.
Ensure that all documentation, commitments to clients and commitments made by Clients(especially Change Requests) are pre-approved, recorded in writing andincluded in the appropriate repository.
Escalate immediately to the CloudRegional Head of Operations if the SLA or any other Temenos commitment islikely to be jeopardised. Propose recovery or mitigation strategies within theescalation and ensure that an agreed recovery plan is implemented andcommunicated proactively
Be accountable for the overallquality of Service.
Work with the Support Manager and theCCC-Shift Lead to ensure that Incident Management processes are delivered tomeet Temenos commitments.
Monitor, control and support Servicedelivery; ensuring internal processes, methodologies and procedures are inplace and followed. Managethe Request, Change and ReleaseManagement processes, ensuring high levels of compliance, accurate reporting. Supervise all new activities related to the Service, except where adedicated Project Manager is assigned. Where a Project Manager is assignedensure that such activities are fully aligned and reported consistent with thecontinuing delivery of Services. SKILLS & EXPERIENCE StrongCore Banking knowledge (on modern technologies) plus banking operationalexperience.
Strongexperience of Cloud models and technologies (Azure ideally).
Servicemanagement tools and technologies.
Verystrong analytical and solution building skills including sort term-long termoperational improvement.
Knowledgeof Operational 24/7 Management.
Knowledgeof SLA based engagements with complex and critical reporting.
Strong experience in Critical Incident Management.
Extensive experience of working with offshore remote supportorganizations.
Reasonable commercial and financial skills (the role will manage thenumbers for the engagements). Strong ability to convince and lead multiple stakeholders on short andlong term engagement.
Credibility provided by both experience and ability to lead and takeresponsibility of the whole performance.
Multi-tasking approach at all levels.
Ability to analyze and make informed decisions in a high stress environment.
C and C-1 relationships management. WHY TEMENOS You will work at the cutting edge of technology innovation; we challenge the status quo and are transforming banking every day.
You will experience in a fast-paced environment, ambitious team; we look forwards and continuously strive to be the best.
You will be part of a team that values integrity; we support each other and keep our promises.
You will be able to work freely, flexibly and true to your authentic self; we champion diversity.
You will be joining a global and diverse family that works together through the good times and bad; we care deeply about each other and our clients.
You will experience what we call – Temenosity!
We value applications from people from all walks of life; if you are excited to be part of our journey and want to make a real impact, we would love to hear from you.