SaaS Service Manager — Cloud & SLA Lead

This is an exciting opportunity for a Service Manager with experience in Financial Services to join our London office on an initial 6-month fixed term contract. As a member of the UK Service management team, you will be accountable for the successful management and maintenance of all IT systems and services provided to our UK SaaS clients; ensuring that IT services perform proficiently, with minimal downtime and to the highest level of customer (internal and external) satisfaction.

Your key tasks:

• Act as the single point of contact for SaaS Services for one or more UK customers (Infrastructure, application support and development)
• Coordinate Readiness
  
  Activities:
  
  Work with various teams to ensure all aspects of the product or service are ready for go live.
• Ensure the delivery of Cloud and Infrastructure (C&I) and Application Management Services (AMS) according to the Service Level Agreements (SLAs) contracted to our customers
• Regularly update, review or re-define SLAs with the customers and take responsibility for the external and internal communication in the event of a major incident
• Coordinate the internal departments in order to drive remedial actions to harbour a continual service improvement ethos and regularly report on the services’ status to customers and to the Avaloq Management Team
• Act as a supervisor for the implementation of the Service Management processes and proactively initiate actions required to maintain and/or improve the service level
• Maintain effective communication with the customer(s) and the account managers and manage customer complaints, providing appropriate solutions; follow up to ensure resolution. Contribute to the increase of the customer satisfaction, through the “Voice of the Customer” portal.
• Ensure tickets/requests raised contain the required documentation and follow defined SDLC processes.