Service Delivery Manager
Service Delivery Manager
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Job Description
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 FNZs 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
Maintenance of customer satisfaction levels above an acceptable level
Adherence of all key service delivery metrics including SLA/KPI and contractual compliance
Monthly Service Review meetings and KPI reporting
Leading and managing the client Service Level Agreement negotiations
Client Governance ensuring all key governance forums are in place and agreements are up to date and duly signed
Main escalation point first line defence for any client escalation
Commercial Oversight understanding of milestones (e.g. impact and dependencies of new release or migration)
Expectation Management setting realistic expectations with clients influence and lead the client where necessary or desirable
Audit and Due Diligence requests managing the requests from clients and cocoordinating together with FNZ 1st Line Risk Manager
Internal reporting regular management updates and ad hoc communication / escalations when necessary
Primary requirements
Strong relationship management/service delivery experience within Financial Services and the Nordic securities market especially post trade
Operational knowledge and technical understanding and experience
Solid communication skills both internally and with clients
Prioritization and delegation skills sense of urgency
Demonstrates an ability to cope with protracted high pressure situations
Owns everything impacting the customer even when immediate responsibility for is delegated
Demonstrates high professional standards and a feeling of personal accountability for FNZs performance
Is comfortable acting on own initiative
Fluent in English and Swedish written and spoken
Personal skills
Establishes exceptional working relationships within FNZ based on trust loyalty dependability and skill
Earns respect from colleagues customers and other professional stakeholders
Leads by example and assists other FNZ staff where necessary is accessible and approachable
Wishes to develop skills and experience and demonstrates selfdirected steps to achieve this
Drives a service culture with a positive can do attitude.
About FNZ Culture
Our culture is what drives us. Its at the heart of who we are and everything we do. Its 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.
Thats 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 longterm Think big and make an impact Act now and own it all the way and Challenge commit and win together
Read more about The FNZ Way and our values: www.fnz/culture
Opportunities
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 worlds 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 wealths growth platform to help. We provide a global endtoend 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 12000 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.
Required Experience:
Manager
Employment Type
Full-Time
