Senior Service Delivery Manager

About Temenos

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

The Senior Service Delivery Manager leads the strategic planning and execution of service delivery operations for our most complex and high-value client engagements. This role provides leadership to the service delivery team while driving continuous improvement in delivery methodologies, client satisfaction, and operational efficiency.

• You will lead service delivery strategy for enterprise-level clients with complex technical requirements
• You will optionally manage a team of Service Delivery Managers, providing mentorship and performance guidance
• You will develop and refine service delivery frameworks, methodologies, and best practices
• You will build and maintain executive-level client relationships, serving as the escalation point for critical service issues
• You will drive key performance indicators and metrics for service delivery excellence
• You will collaborate with senior leadership across departments to align service delivery with company objectives
• You will identify opportunities for service improvement and expansion within existing client engagements
• You will lead complex migrations, integrations, and service transformations for strategic clients
• You will support in building strong client relationships driven by improved performance
• You will be the voice of Temenos Cloud with Client & the voice of the client with Temenos Internal teams. This coordination and liaisoning forms the basis of customer relationships
• You will engage and manage relationships with senior stakeholders across the business
• You will work closely with Client, technical, and other cross-functional teams to design and implement tailored cloud solutions for banking clients
• You will ensure that cloud banking services comply with financial regulations and security standards
• You will keep up-to-date with industry trends and advancements in cloud technologies and banking regulations

• Bachelor's degree in Computer Science, Information Technology, or related field; Master’s degree preferred
• 7+ years of experience in IT service delivery management, with at least 3 years in a leadership role
• 3+ years of experience in banking or other financial services
• Proven track record of successfully managing enterprise-level client engagements
• Proven record of successfully managing transformational change and implementing continuous improvement activities
• Strong communication skills to keep all stakeholders at all levels of the organisation engaged and motivated to deliver best possible group outcomes
• Deep understanding of cloud architectures, infrastructure management, and software deployment
• Experience developing and implementing service delivery strategies and KPIs
• Strong leadership skills with experience managing teams and mentoring staff
• Advanced knowledge of ITIL and other service management frameworks
• Excellent negotiation, presentation, and communication skills at executive level
• Demonstrated ability to build and maintain client relationships at all levels
• The individual will face a variety of challenges in their roles and must be prepared to solve problems quickly and effectively. This involves identifying potential risks, creating contingency plans and implementing solutions.

• Care for our clients\' needs and ensure their satisfaction remains our top priority.
• Commit to delivering consistent excellence and exceeding expectations.
• Collaborate across teams to drive innovation and seamless service delivery.
• Challenge the status quo to continuously improve and adapt to evolving demands.

• Maternity leave : Transition back with 3 days per week in the first month and 4 days per week in the second month
• Civil Partnership : 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
• Family care : 4 weeks of paid family care leave
• Recharge days : 4 days per year to use when you need to physically or mentally recharge
• Study leave : 2 weeks of paid leave each year for study or personal development

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