Service Delivery Manager - French speaker

THE ROLE

As our Service Delivery Manager you will be the single point of contact, representing Temenos Cloud and empowered as an ambassador in front of the client with the brief to ensure success. You will represent the client within Temenos Cloud organization and the Client with the Temenos organization and bare the responsibility of running weekly operations calls with the Client and Support Manager to provide weekly status updates on Problem Tickets / Requests and Changes.

OPPORTUNITIES

• The SDM will be engaged prior to Go-live and will ensure compliance with all contractual client and internal processes and best practices in the transition from Project to Operations.
• SDM owns the Client communication for Incident Management with the support of the respective Support Manager, and the CCC-Shift Lead who will take the role of Incident Manager for Major Incidents.
• The SDM is accountable for the incident status reported in Monthly Service Review and providing PIRs and RCAs for Major Incidents.
• Act as the main Client escalation point and manage any escalations according to internal and contractual or other agreed processes. SDM will regularly confirm and report Client Satisfaction.
• Proactively identify, implement and track improvement activities identified from Service delivery metrics, client and supplier / partner meetings and reviews of significant Service events. Drive a culture of continual Service improvement.
• Prepare a Monthly Management Dashboard based on the standard template or otherwise as agreed with Regional Head of Cloud Operations.
• Manage the financial performance of the Service in line with the contract and approved financial baseline and provide early warning of any potential impact to the financial health of the Service.
• Engage with the Account Manager for the Client and internal teams such as Security and Architecture where appropriate or intervention is required.
• Ensure that all documentation, commitments to clients and commitments made by Clients (especially Change Requests) are pre-approved, recorded in writing and included in the appropriate repository.
• Escalate immediately to the Cloud Regional Head of Operations if the SLA or any other Temenos commitment is likely to be jeopardized.
• Propose recovery or mitigation strategies within the escalation and ensure that an agreed recovery plan is implemented and communicated proactively
• Be accountable for the overall quality of Service.
• Work with the Support Manager and the CCC-Shift Lead to ensure that Incident Management processes are delivered to meet Temenos commitments.
• Monitor, control and support Service delivery; ensuring internal processes, methodologies and procedures are in place and followed.
• Manage the Request, Change and Release Management processes, ensuring high levels of compliance, accurate reporting.
• Supervise all new activities related to the Service, except where a dedicated Project Manager is assigned. Where a Project Manager is assigned ensure that such activities are fully aligned and reported consistent with the continuing delivery of Services

SKILLS

VALUES

SOME OF OUR BENEFITS include :