Beschreibung
## A bit about the role ##
We are seeking an experienced and result-driven **SaaS Service Manager** to join our dynamic and high-performing team. You are a pivotal partner to the high-profile institutional clients utilizing our SaaS Services. You will be responsible for ensuring the seamless delivery of our services in alignment with Service Level Agreements (-SLA-), managing both external and internal stakeholders, and driving continuous developments. This position offers you an exciting opportunity to work on strategic initiatives for a challenging and prestigious client base within a collaborative and innovative environment.
**Your key tasks**
* Act as the primary liaison between our organisation and high-profile clients (banks), fostering a strong partnership in tandem with a deep understanding of client needs
* Ensure the delivery of services in strict accordance with contracted SLAs, proactively managing service quality and performance
* Lead SLA negotiations and establish clear, measurable, and mutually agreed-upon service expectations with clients
* Coordinate internal teams to ensure rapid resolution of major incidents and implement comprehensive remediation actions
* Provide regular, transparent reporting on service status to stakeholders; highlighting successes, challenges, and opportunities for development
* Shape, implement, and oversee robust Service Management processes and governance frameworks
Proactively identify and execute actions to enhance service levels, including leveraging feedback through our Voice of the Customer portal.
## A bit about you ##
* **Stakeholder Management:** Demonstrated ability to build and maintain relationships with diverse stakeholders, serving as a trusted point of contact at all organisational levels
* **Service Management Expertise:** Proven experience in service management within IT outsourcing or similar environments, preferably with technical knowledge within financial sector
* **Banking Knowledge:** Strong understanding of the banking business, particularly wealth management, and its functional requirements
* **Outsourcing & SLA Proficiency:** Familiarity with outsourcing contracts, SLA management, and supplier oversight is a plus
* **Problem-Solving Skills:** Exceptional analytical abilities to simplify complex issues, develop actionable solutions, and communicate effectively to various audiences
* **Communication:** Outstanding verbal and written communication and presentation skills in German and English. Swiss German is an advantage
* **Interpersonal Skills:** Ability to build good rapport across hierarchical levels, manage conflicts constructively, and drive productivity
* **Avaloq Knowledge:** Familiarity with Avaloq-s platform and services is a plus
## Additional information ##
We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.
In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.
We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.
Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.
## Benefits ##
* Annual bonus
At Avaloq we work hard to remain an industry leading provider and we love to reward our colleagues with a share of that success with an annual bonus, you will even remain eligible for annual bonus while you do the hardest job of your life - taking care of your children during parental leave.
* Flexible working
We understand that fitting your life around your job can be challenging which is why in most roles we offer flexible working to allow you to thrive both in and out of work.
* Instant recognition
We love to see people thriving in their roles and we have an instant recognition scheme at Avaloq to help managers reward the great work our colleagues deliver with a gift to say thanks.
* Access to Udemy for professional and personal learning
We think it is important to learn and grow professionally, but if you are someone who likes to learn outside of work we give you access to online learning for both professional and personal learning, with over 210,000 courses to choose from.