Service Manager – GWP Service Management recruitment

Service Management Team – Our mission is: to oversee and coordinate the Service Management Life Cycle.

These phases are
• Service Strategy
• Service Define/Design
• Service Transition (productize)
• Service Operations

The Service Management Delivery team is accountable for the Service Management Delivery Lifecycle. The lifecycle begins with understanding our clients’ needs and translating their needs into market documents (MRD’s). These MRD are developed in conjunction with the Market Unit and close to the client. They provide enough information for the development of the Service Definition Requirements (SRD’s). The SRD’s are the service design specification documents that are delivered to development. The SRD defines all aspects of delivering the service including; business best practice, operations, IT infrastructure component (or vendor/partner), legal and compliance. Embedded in the requirements are service level agreements (SLA’s) that enable the measurement of the business service during the lifecycle, as well as the OLA’s that define the services supply chain metrics.

Once delivered, the team plays a significant role in evaluating the effectiveness and efficiency of the services and defines the roadmap for continued service improvements. The services will have well defined plans for future service extensions

The Service Management Life Cycle will have underlying programs and projects to assure service delivery. Responsibility for Services Management will span operations, IT, development and the Market Units. Coordinating these programs will be a critical responsibility. Some of the important roles and responsibilities follow:

Services Management Manager Role
• Develops strong working relationships with Market Units, vendors, partners, development, operations, legal and IT
• Negotiates, agrees, and documents appropriate service metrics (SLAs) for the responsible service domain
• Leadership and development of all appropriate artifacts which support service development and ongoing maintenance and delivery of the services (MRD, SRD, etc).
• Development and management of appropriate Operational Level Agreements to ensure that targets are aligned with SLA targets for the responsible service domain
• Participates in the negotiation and agreement of future business service requirements and provides the supporting documentation for all new or changed services
• Participates in and/or leads the review of all underpinning supplier contracts and agreements with Supplier/Vendor Management to ensure targets are aligned with SLA Targets
• Leads the proactive prevention of service failures, reduction of service risks and improvement in the quality of service, in conjunction with all other processes, with focus on the responsible service domain
• Responsible for maintaining the Service Catalogue, ensuring that all information within the Service Catalogue is accurate and up-to-date for the responsible service domain.
• Monitor, reporting and management of all services and review of all SLA breaches and weaknesses for the responsible service domain
• Instigation and coordination of a Service Improvement Plan for the management, planning and implementation of all service and process improvements.

Global Wealth Platform
Built around a single framework for business, operations and technology, the Global Wealth Platform (GWP) allows SEI to:
• Offer common services that are standardized, automated and leveraged across multiple markets
• Produce scale and efficiency benefits
• Meet or exceed competitive service quality standards
• Support a wide range of value - added and enabling business services across markets
• Assemble and distribute service solutions that meet readily exploitable market needs on a worldwide basis.
In doing so, the evolved processing platform has enabled SEI to access and enter new markets in a low cost, flexible manner and facilitate the extension of our existing technology services into a fully outsourced processing service in the US and globally.
Job Description
The Service Manager is responsible for all aspects of service development and ongoing maintenance and delivery of the services within a specific service domain, all of which are provided by the Global Wealth Platform (GWP). Primary responsibilities include:

• Participation in the definition of roadmap priority based on viability across market, consumption within market and revenue opportunities
• Ensuring Quality of Services developed and delivered within the responsible service domain
• Overseeing and coordinate the execution of the ITIL Services Management Life Cycle
• Managing the strategy for extending service levels (bronze, silver, gold) in the roadmap
• Defining service requirements to be sustainable, consumable and cost efficient
• Managing the business change control process for the responsible service domain
• Creating and maintaining business service definitions and best practice usage
• Performing second line sales support for services within the responsible service domain
• Managing the Service Management Life Cycle to ensure continuous service improvements
• Participating in business validation to ensure business and service readiness for the responsible service domain
• Participating in the strategic release management process and the communication of release content for the responsible service domain

The Service Delivery Team offers challenging career opportunities and is seeking talented individuals with deep domain expertise to join our team. Service Managers are needed to support the following service domains:

• Client Management – Information Delivery and Administration Services
• Asset Management – Performance Management, Dealing, Interfaces, and CPM Core
• Business Management – Asset Transition, Data Services, and Practice/Business Management
• Investment Processing – Securities, Cash/Currency, and Legal/Tax/Regulatory   Position Requirements:• 5+ years experience in product and service development in the financial services footprint.
• Strong interpersonal and communication skills.
• Has specific market experience in the delivery of financial services and the software platforms used to enable those services
• Ability to coordinate different SEI organizations and levels of management
• Ability to lead and/or participate in the definition of the strategy for the responsible domain based on viability across market, consumption within market and revenue opportunities
• Create and maintain services that provide a consistent service delivery methodology
• Ability to work in an ever-changing environment
• Uses timely and clear decision-making to drive business service timelines and deliverables
• Create trust with stakeholders through clarity and consistency of decision-making