Service Delivery Manager

3 days ago

Stockholm, Stockholm, Sweden FNZ (UK) Ltd Full time

The Service Delivery Manager (SDM) has primary responsibility for the overall service delivery oversight and relationship with key named client(s) on a day-to-day basis. The SDM promotes a service of excellence by identifying client needs and maintaining customer satisfaction. The SDM will obtain a clear understanding of the client(s) business and strategic intent and use this understanding to drive revenue generation as well as providing intelligence to FNZ's internal stakeholders. The SDM will work closely with various internal FNZ teams and needs to have the ability to influence and lead the teams to deliver exceptional client outcomes.

The position is located in Stockholm, Sweden reporting to Senior Service Delivery Manager, Nordic & Baltics, in Helsinki, Finland.

Role Responsibilities
  1. Maintenance of customer satisfaction levels above an acceptable level
  2. Adherence of all key service delivery metrics including SLA/KPI and contractual compliance
  3. Monthly Service Review meetings and KPI reporting
  4. Leading and managing the client Service Level Agreement negotiations
  5. Client Governance – ensuring all key governance forums are in place, and agreements are up to date and duly signed
  6. Main escalation point – first line defence for any client escalation
  7. Commercial Oversight – understanding of milestones (e.g. impact and dependencies of new release or migration)
  8. Expectation Management – setting realistic expectations with clients, influence and lead the client where necessary or desirable
  9. Audit and Due Diligence requests – managing the requests from clients and co-coordinating together with FNZ 1st Line Risk Manager
  10. Internal reporting – regular management updates and ad hoc communication / escalations when necessary
Primary Requirements
  1. Strong relationship management/service delivery experience within Financial Services and the Nordic securities market, especially post trade
  2. Operational knowledge and technical understanding and experience
  3. Solid communication skills, both internally and with clients
  4. Prioritization and delegation skills – sense of urgency
  5. Demonstrates an ability to cope with protracted high pressure situations
  6. Owns everything impacting the customer, even when immediate responsibility for execution is delegated
  7. Demonstrates high professional standards and a feeling of personal accountability for FNZs performance
  8. Is comfortable acting on own initiative
  9. Fluent in English and Swedish, written and spoken
Personal Skills
  1. Establishes exceptional working relationships within FNZ based on trust, loyalty, dependability and skill
  2. Earns respect from colleagues, customers and other professional stakeholders
  3. Leads by example and assists other FNZ staff where necessary, is accessible and approachable
  4. Wishes to develop skills and experience, and demonstrates self-directed steps to achieve this
  5. Drives a service culture with a positive "can do" attitude.
About FNZ Culture

Our culture is what drives us. It's at the heart of who we are and everything we do. It's what inspires, excites and moves us forward. Our ambition is to create a culture for growth, one that opens up limitless opportunities for our employees, customers and the wider world. At FNZ we know that great impact is only possible with great teamwork.

That's why we value the strength and diversity of thought in our global team.

The FNZ Way is the cornerstone of what we do. It is comprised of four values that set the standard for how everyone at FNZ interacts with each other, with our customers, and with all our diverse stakeholders around the world.

Customer obsessed for the long-term, Think big and make an impact, Act now and own it all the way, and Challenge, commit and win together.

Right from day one, you will work alongside exceptional, multicultural teams - experts in their respective fields – who will inspire and challenge you to make your greatest impact.

Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world's largest companies.

Working in a flexible and agile way that meets the needs of the business and personal circumstances.

Remuneration, significant financial rewards and career advancement is based on individual contribution and business impact rather than tenure or seniority.

We provide global career opportunities for our best employees at any of our offices in the UK, EU, US, Canada, South Africa and APAC.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.

#J-18808-Ljbffr

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