Senior Service Delivery Manager
Senior Service Delivery Manager
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Job Description
The Senior Service Delivery manager will lead Service Delivery Managers and professionals in the DT&A (Digitalization Transformation & Analytics) organization of LDC. He/She will have a central role in the management of the AMS ( Application Management Systems) teams ensuring the performance and reliability of the services and driving business value.
Main responsibilities:
Be accountable for the stable and efficient operation of the Atlas application.
Lead and support the AMS team handling Atlas with a mandate to grow and scale the team to 20 specialists and managers while fostering a culture of ownership service excellence and continuous improvement. Conduct regular team reviews and alignment sessions to ensure delivery against targets and maintain operational consistency.
Ensure the availability performance and reliability of Atlas by overseeing effective incident problem and change management processes.
Lead root cause analysis and resolution of recurring or critical issues impacting Atlas.
Manage stakeholder expectations and provide clear timely communication with senior management and business users.
Monitor and improve Atlas support KPIs and SLAs through structured reporting and data-driven insights.
Oversee knowledge management and documentation to support onboarding and consistent operations of Atlas support teams.
Coordinate with functional experts developers and infrastructure teams to support enhancements integrations and upgrades related to Atlas.
Ensure operational readiness for new features and releases impacting Atlas including transition planning and change impact analysis.
Maintain governance and compliance with internal standards audit requirements and best practices across Atlas-related support activities.
Promote a collaborative environment across teams to drive stability user satisfaction and business value through Atlas.
Qualifications :
Knowledge and Experience:
Minimum 10 years in IT Service Management or Application Support roles in a complex enterprise environment.
Strong background in maintaining and supporting business-critical front-office applications.
Proven experience managing support teams and leading operational governance for business critical front end applications.
Demonstrated success in improving service performance managing escalations and optimizing support models.
Hands-on experience with ITSM tools and service reporting.
University degree in Computer Science Information Systems or a related discipline.
Fluent English both written and spoken.
Tools and Platforms:
Experience with ITSM platforms such as ServiceNow.
Exposure to enterprise applications supporting commercial and trading activities is a strong advantage.
Familiarity with monitoring tools and automation frameworks is a plus.
Technical/ Functional skills:
Deep understanding of ITIL processes relevant to applications support (Incident Problem Change Release Request).
Familiarity with the software development lifecycle (SDLC) DevOps and agile methodologies.
Capability to assess the impact of changes or issues across application modules and dependencies
Advantage will be:
ITIL Foundation or Intermediate certification.
Experience leading support teams for trading or commercial platforms.
Familiarity with data flows and system interfaces relevant to front office applications.
Other skills and competencies:
Strong customer focus and understanding of business priorities.
Excellent problem-solving and analytical skills.
Capable of working under pressure while maintaining service levels.
Strong communication and interpersonal skills able to translate technical issues into business terms.
Fast learner strong believer in continuous learning
Additional Information :
Diversity & Inclusion
LDC is driven by a set of shared values and high ethical standards with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity equity and inclusion.
LDC encourages diversity supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.
Sustainability
Sustainable value is at the heart of our purpose as a company.
We are passionate about creating fair and sustainable value both for our business and for other value chain stakeholders: our people our business partners the communities we touch and the environment around us
What We Offer
We provide a dynamic and stimulating international environment which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.
Our Benefits
- 25 annual paid leave
- Flexible working hours
- Food vouchers
- Transportation allowance
- Additional medical & dental insurance
- Life insurance
- Sports card with 90/10 coverage
- Various learning & development opportunities
- Yearly performance evaluation plans
- Social clubs & Wellbeing initiatives
- Team buildings & social events
- Employee Referral Program
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
