The Service Manager is accountable to ensure a seamless, efficient, and effective end-to-end implementation and execution of assigned ITIL processes.
Your key tasks
- Act as the single point of contact for one or more customers for IT Outsourcing (ITO) and Application Management Services (AMS) in the existing Avaloq SaaS Center, Platform operations and AMS L2, L3 Organizations
- Ensure the delivery of ITO & AMS services according to the Service Level Agreements (SLAs) contracted to our customers
- Regularly update, review or re-define SLAs with the customers
- Responsible of the external and internal communication in case of major incidents
- Coordination of internal departments in order to favour a quick solution and subsequent remediation actions
- Report regularly on the services’ status to the customers and to the Avaloq Management Team
- Supervise the implementation of the Service Management processes and proactively initiate actions, required to maintain and/or improve the service level
- Keep an effective communication with the customer and the account managers, facilitating the communication flow between the customer and Avaloq
- Contribute to the increase of the customer satisfaction, through the internal “Voice of the Customer” portal
- Ensure tickets/requests raised contain the required documentation and follow defined SDLC processes
- Ensure clear representation and consistent communications internally and externally.
- Collate, prepare and submit/present defined KPIs and Statistics.