ABOUT TEMENOS
Temenos powers a world of banking thatcreates opportunities for billions of people and businesses everywhere. We havebeen doing this for over 30 years through the pioneering spirit of our Temenosianswho are passionate about making banking better, together.
We serve over 3000 clients from the largest to challengers andcommunity banks in 150+ countries. We collaboratewith clients to build new banking services and state-of-the-art customerexperiences on our open banking platform, helping them operate moresustainably.
At Temenos, we have an open-minded andinclusive culture, where everyone has the power to create their own destiny andmake a positive contribution to the world of banking and society.
THE ROLE
The SaaS Cloud Service Delivery Manager role isresponsible to ensure effective delivery of SaaS Cloud Services to theAmericas 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 Cloudservices and user support. This role will lead multi-disciplined teams inoperating technology and software. The position requires a broad range oftechnical skills in managing a diverse operational environment with a focuson customer service and operation liaison.
The Service Delivery Manager (SDM) will manage multi-disciplined teams thatsupport an advanced infrastructure, using private/public cloud, SAAS, andIAAS 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 achievecloud service delivery goals.
* Plan, Develop and manage delivery schedule(preferably in JIRA planning)
* Facilitate key technical delivery meetings, captureaction plans, and translate clear requirements in the various planningand delivery management systems.
OPPORTUNITIES
* You will be responsible for thetimely delivery of Cloud Services to maintain existing systems.
* You will be Responsible for themonitoring the delivery of the contractual cloud services.
* You will create and present thecontractual agreed upon customer KPI reports.
* You will provide input and datainformation for customer service credits, as appropriate.
* You will communicate and drivecompliance with Temenos policy and standard operating procedures.
* You will deliver and managechange control and request management processes.
* You will drive customerunderstanding of how Cloud services are used through the delivery andexplanation of the Temenos support systems including:
o Service level agreements.
o Performance delivery KPIs.
o Submitting requests via ITSMPortal
o Indecent reporting andmanagement
o Root Cause Analysis (RCA)
o Provide cloud servicemanagement support to customers.
o Provide an escalation point tocustomers with service problems.
SKILLS
* You should be comfortable infacilitating customer and cross-functional team communication andorganizing information, updating requirement in JIRA (or otherworkstream management software)
* You should have ability tocapture meeting notes and promptly translate them into the task, userstories, and work items.
* You should have ability to workon own initiatives and productively manage multiple concurrentactivities in a timely manner.
* You should have excellentproblem resolution skills.
* You should have professionalpresentation skills in front of an audience and via Teams collaborationand video tools.
* You should have willingness tolearn new subjects and present these to customers.
* You should have ability torespectfully and patiently collaborate with customer and cloud teams.
* You should have experience withinfrastructure Production Support and/or Global Service Delivery role.
* You should have experience inmanaged 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 technicallyarticulate with a good knowledge of infrastructure and systems and theintegrations between systems as they would apply.
* You should have experience withusing JIRA to capture technical requirements, preferably cloudsolutions.
* You should have knowledgeand/or certification with basic AWS and/or Azure practitioner, a plus.
* You should have knowledge andexperience with Agile/Scrum development methodologies and projectmanagement, a plus.
VALUES
* Careaboutpeople and cloud needs.
* Commitallassigned duties.
* Collaboratewithall the Cloud Team.
* Challengeandgrow yourself working with dynamic teams.
SOME OF OUR BENEFITS include:
* 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.
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