EMEA Service Delivery Manager Lead

Job Description

S&P Global Market Intelligence TheRole: EMEA Service Delivery Manager Lead The Team: S&P Market Intelligence Software Solutions (SwS) Division provides Solutions for Banks, Asset Managers, Hedge Funds, Insurance companies, Software companies and Treasury functions in large institutions. This role sits within the Hosted Solutions and ProductSupport function in SwS. We are responsible for day-to-day service delivery of our hosted software solutions, specifically Enterprise Data Management (EDM) and thinkFolio. The team co-ordinate and liaise with stakeholders internally and externally from junioranalysts to C-suite executives. The Impact: The Service Delivery Managers will play a vital role, overseeing a range of functions to facilitate the delivery of superior service, leveraging consistent processes and tools to proactively monitor service delivery, and take ownership of critical incidentsand escalations, coordinating with resolution parties and establishing effective communications between the client and our SMEs. Whats in it for you:

• The role is dynamic and provides a fantastic opportunity to build a solid career solving complex problems and working with some of the worlds top tier financial institutions.
• You will be trained on the Markit EDM, thinkFolio and WSO applications, and in the informational needs of modern financial institutions
• This function is relatively new to S&P so there is lots of scope for this individual to shape and define the role and have significant impact

Responsibilities:

• Responsible for managing a dynamic cross-region team
• Responsible and accountable for Client Communication in Day-to-Day operational delivery; including Change/ Technology/Product/ Support requests, across multiple clients
• Responsible for understanding, agreeing, and managing Client priorities, whilst feeding into relevant internal process(es) in accurate and timely manner
• Responsible for driving and facilitating internal collaboration to establish proactive Service Improvement, Client Action plans, Root Cause Analysis (RCA), and post-mortem for Incidents or Service Level Agreement breaches
• Responsible and accountable for hosting regular reviews with Clients, to provide updates on current activities and operating results
• Contribute to continuous improvement and operational excellence in team and wider team

What Were Looking For:

• Experience working in a high-pressure client facing role
• Experience liaising with Senior Stakeholders
• Experience project managing or coordinating technology and business delivery as a team player
• Experience of working with Asset Management or Data Technology in Support, Business Analysis, Project Management or Scrum Master Role
• Direct experience of EDM, thinkFolio or WSO would be an advantage

Personal Impact

• Proven ability to think critically and comfortable challenging the status quo for better results
• Organized, able to multi-task, and have positive attitude to achieve deadlines
• Self-starter with an attention to detail
• Adept at building and maintaining trusted and credible relationships with colleagues at all levels and external clients
• Self-motivated; able to work independently with minimal supervision

Communication

• Good presentations skills (preparation and delivery)
• Excellent oral and written communication skills

Teamwork

• Team Player and able to interact with Product, Operations, Delivery, and technical teams in a professional manner.
• A team player who is comfortable working at all levels of the business and with external clients
• Proven ability to work individually, and in a team environment which spans multiple geographical regions.

Basic Qualifications:

• University Degree or equivalent

Flexible Working We pride ourselves on our agility and diversity, and we welcome requests to work flexibly. For most roles, flexible hours and/or an element of remote working are usually possible. Please talk to us at interview about the type of arrangement that is best foryou. We will always try to be adaptable wherever we can. Return to Work Have you taken time out for caring responsibilities and are now looking to return to work As part of our Return-to-Work initiative, we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace. Grade/Level ( relevant for internal applicants only ): 11 The Location: London or Manchester, UK About Company Statement:S&P Global delivers essential intelligence that powers decision making. We provide the worlds leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, youll help solve complex challengesthat equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape. S&P Global Market Intelligence partners with customers to broaden their perspective and operate with confidence by bringing them leading data sources and technologies that embed insight in their daily work. ----------------------------------------------------------- Equal Opportunity EmployerS&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status,military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. ----------------------------------------------------------- 10 - Officials or Managers (EEO-2 Job Categories-United States of America), OPRTON103.2 - Middle Management Tier II (EEO Job Group) Job ID: 280844 Posted On: 2023-03-21 Location: Manchester, Manchester, United Kingdom