Saas Cloud Service Delivery Manager

SaaS Cloud Service Delivery Manager

Temenos (SIX: TEMN) is a global leader in banking technology. Through our market-leading core banking suite and best-in-class modular solutions, we are modernizing the banking industry. Banks of all sizes utilize our adaptable technology – deployed on-premises, in the cloud, or as SaaS – to deliver next-generation services and AI-enhanced experiences that elevate banking for their customers. Our mission is to create a world where people can live their best financial lives.

The SaaS Cloud Service Delivery Manager role is responsible to ensure effective delivery of SaaS Cloud Services to the Americas customers. The SDM is the "Single Point of Contact" representing Temenos cloud delivery to the customer. This role is responsible for managing the in-life technical aspects of Cloud services and user support. This role will lead multi-disciplined teams in operating technology and software. The position requires a broad range of technical skills in managing a diverse operational environment with a focus on customer service and operation liaison. The Service Delivery Manager (SDM) will manage multi-disciplined teams that support an advanced infrastructure, using private/public cloud, SAAS, and IAAS environments and includes:

• Cloud Service Delivery Management processes, schedule, cost, quality, and other SLAs
• Cloud Operation and Change Management
• Cloud Service Performance metrics and reporting
• Ensure Cloud Security & Compliance
• Support Audits
• Provide cross functional team leadership to achieve cloud service delivery goals.
• Plan, Develop and manage delivery schedule (preferably in JIRA planning)
• Facilitate key technical delivery meetings, capture action plans, and translate clear requirements in the various planning and delivery management systems.

You will be responsible for the timely delivery of Cloud Services to maintain existing systems. You will be Responsible for the monitoring the delivery of the contractual cloud services. You will create and present the contractual agreed upon customer KPI reports. You will provide input and data information for customer service credits, as appropriate. You will communicate and drive compliance with Temenos policy and standard operating procedures. You will deliver and manage change control and request management processes. You will drive customer understanding of how Cloud services are used through the delivery and explanation of the Temenos support systems including:

• Service level agreements.
• Performance delivery KPIs.
• Submitting requests via ITSM Portal
• Indecent reporting and management
• Root Cause Analysis (RCA)
• Provide cloud service management support to customers.
• Provide an escalation point to customers with service problems.

You should be comfortable in facilitating customer and cross-functional team communication and organizing information, updating requirement in JIRA (or other workstream management software). You should have ability to capture meeting notes and promptly translate them into the task, user stories, and work items. You should have ability to work on own initiatives and productively manage multiple concurrent activities in a timely manner. You should have excellent problem resolution skills. You should have professional presentation skills in front of an audience and via Teams collaboration and video tools. You should have willingness to learn new subjects and present these to customers. You should have ability to respectfully and patiently collaborate with customer and cloud teams. You should have experience with infrastructure Production Support and/or Global Service Delivery role. You should have experience in managed services, maintenance in the IT environment, customer help desk, production support. You should have experience in: ITSM Incident Management, Problem Management, Change Management, You should technically articulate with a good knowledge of infrastructure and systems and the integrations between systems as they would apply. You should have experience with using JIRA to capture technical requirements, preferably cloud solutions. You should have knowledge and/or certification with basic AWS and/or Azure practitioner, a plus. You should have knowledge and experience with Agile/Scrum development methodologies and project management, a plus.

Care about people and cloud needs. Commit all assigned duties. Collaborate with all the Cloud Team. Challenge and grow yourself working with dynamic teams.

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 needed to recharge Study leave: 2 weeks of paid leave each year for study or personal development

Temenos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please let us know.