Service Delivery Manager recruitment

Job ID: 20702

Position Description:
SunGard's solutions for capital markets help banks, broker/dealers and futures commission merchants increase the efficiency and transparency of securities and derivatives processing. They also provide accounting, securities financing, data management and tax reporting across multiple platforms, asset classes and markets. Supporting the entire trade lifecycle from execution to settlement, SunGard provides centralized transactional databases that deliver consolidated views of positions and risk.
The Service Delivery Manager (SDM) will have the responsibility of acting as the central point of contact on major client accounts for both internal and external.
His missions is a combination of technical support and expertise on the client production environments (Level 2), global communication with the customer on the work in progress as well as ensuring the good follow up on the on-going projects.
The SDM need to work closely with all the stakeholders of the client services team (Relation Manager, Project Manager, Implementation and ServiceDesk team).

Position Requirements:
• Coordinate and manage the communication with the customer on the technical issues and questions related to the production environments 40%
• Act as an escalation point and technical expert on client issue management (Level 2 Support). Follow up on all open items impacting the client production environments. 30%
• Create and maintain the Work In Progress (WIP) reports to be presented and discussed with the customer 10%
• Formalize functional need of the Customer. Translate it into a technical solution. Recommend customization based on functional study conducted by client facing teams. 5%
• Train operational teams in order to improve effectiveness in issue resolution, explain new systems to Service Desk teams. 5%
• Provide leads whenever the client contact has needs that could be answered by our products or services. 5%
• Provide feedback on test scripts prepared and executed by QA team. 3%
• Participate in building pre-sales demo as well as testing environments. 2%