Service Delivery Manager

SBS is a global financial technology company that’s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 5,000 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia’s Universe: Digital Banking Platforms. SBS is a subsidiary of European digital consulting leader Sopra Steria (EPA: SOP), a 56,000-person company that generates annual revenue of €5.8 billion in 2023.

Job Description

As a Service Delivery Manager at SBS, you will be at the forefront of our client interactions, ensuring their success and satisfaction. You will work closely with our clients to understand their needs, provide exceptional service, and facilitate long-term partnerships.

What will the role involve?

1. Managing, and aiming to improve, the overall customer relationship, delivering reliable operational support and customer service.
2. Responsible for understanding, monitoring and implementing the contractual terms and service level agreement.
3. Acknowledging customers promptly and treating them in a courteous manner.
4. Maintaining a working knowledge of each client, their business and system configuration.
5. Producing documentation after any client meetings, summarising any additional actions required, including follow-up calls.
6. Communicate and represent client goals, requirements, and interests internally with delivery teams.
7. Work closely with account managers to help drive the strategic success of clients.
8. Maintain control systems to ensure accurate representation of client health.
9. Manage each customer’s backlog, accurately set expectations and deliver to timelines.
10. Lead client account review meetings, with the inclusion of a presentation, and ensure proper preparation.

Qualifications

What are we looking for?

1. Excellent interpersonal skills, able to communicate with a wide range of people.
2. Work well in a team setting.
3. Reliable and ethical, respecting customers’ confidentiality.
4. Strong decision-making skills and the ability to take the lead.
5. Good comprehension of project management methodologies.
6. Ability to manage risk.
7. Proactive, highly self-motivated, and organised.
8. High-level understanding of software development.
9. Flexibility as there may be travel involved.
10. Comfortable approaching people.
11. Ability to understand complex technical concepts and explain these in simple terms.
12. Able to run basic Linux commands.
13. Upwards of two years experience in a customer-facing, or similar, role within Software, Finance, IT Services or related industries.

Additional Information

What are we offering?

At SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks. Here’s a snapshot of the benefits you'll enjoy as part of our team:

• Health & Wellbeing: Private Medical Insurance, Health Cash Plan, Dental Insurance, Eye Care Vouchers, Flu Vaccinations.
• Finance & Protection: Life Assurance, Critical Illness Cover, Pension Plan, Long Service Awards, Payroll Giving, Fleet car provider.
• Leisure & Lifestyle: Cycle to Work Scheme, Holiday Trading, Travel Insurance.

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.