Global Service Excellence Manager

7 days ago

Manila, National Capital Region, Philippines beBeeService Full time $70,000 - $120,000
Job Title

Senior Service Delivery Consultant

About the Role

We are seeking a highly skilled and experienced Senior Service Delivery Consultant to join our team. As a Senior Service Delivery Consultant, you will be responsible for delivering exceptional service to our clients across the globe.

You will work closely with our clients to provide business support and solutions to overcome issues they encounter. You will also prepare examples for our developers to work on in our internal systems and collaborate with them to resolve issues.

Key Responsibilities
  1. Client Installation Support: Be a point of contact for client installation of SimCorp Data Management Solution
  2. Maintenance and Improvement: Maintain client's installation and identify projects for improvements of client's installation
  3. Issue Resolution: Investigate and resolve issues that require product domain knowledge according to defined SLA
  4. Problem Analysis: Analyze problems and issues which occur in SimCorp Dimension at existing clients efficiently to provide convincing and timely solutions to our clients
  5. Service Requests: Resolve client service requests (ad-hoc reports, license renewals, file-copies...)
  6. Collaboration: Co-operate closely with SimCorp developers to combine business and technical know-how in analysing client issues and requirements to provide optimal solutions both from a business and technical perspective
  7. Validation and Testing: Take part in validation and testing activities as needed
  8. Deliverables: Ensure high quality of all deliverables provided to the client
  9. Product Knowledge: Build and maintain Product knowledge base
  10. Installation Information: Maintain client installation information
  11. Feedback: Provide feedback to Product Division and Global Standards on product quality and client needs
  12. Project Implementation: Supporting implementing projects to improve existing client installations
  13. New Service Offerings: Identify and drive development new Service Offerings with focus on bringing optimal value to our clients
  14. License Modules: Identify where clients can use new license modules & services
  15. Trusted Adviser: Becoming trusted adviser of our clients around the world
Requirements
  • Experience: Experience with operating standard applications in the financial sector, fixing technical problems, resolving issues, and being an SME for application usage
  • IT Department: Experience in working in a larger IT department or operational Team or Application support on L2 or L3 levels
  • Technical Skills: Technical skills such as PL/SQL scripting, XML/XSL, json/yaml, Powershell scripting or similar scripting language
  • Cloud Operations: Knowledge of Cloud operations (AWS, Azure) is a good addition
  • Financial Data Management: Basic business understanding of Financial Data Management (reference data, portfolio pricing, corporate actions)
  • SimCorp Data Management Solution: Experience in maintenance of SimCorp Data Management Solution (Formerly GAIN product)
  • Academic Background: Education in Computer Science, Mathematics, Physics, Business Administration, or similar academic background
  • Analytical Skills: Advanced analytical skills
  • Communication: Effective communication and presentation abilities, with an emphasis on attentive listening
  • Engagement: Engaged perspective and a steady drive to overcome obstacles
  • Motivation: Motivated, committed, and result-oriented
Benefits

We offer several benefits that can improve work-life balance, such as flexible hours, vacation time, and work-from-home options.

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