Service Delivery Manager

Calypso Technology and Axiom SL have merged to form a new company, Adenza.Play00:0001:07MuteEnter fullscreenPlayDivision OverviewProduct & engineering works towards delivering a powerful yet flexible technology platform keeping the needs of the end customer in mind. Our development teams ensure that all the codes are delivered with the highest quality. Product managers are home to technical experts who work together to design and build our software and product roadmap, whereas our QA team is constantly aimed at enhancing the quality of our platform delivery through test methodologies for implementations, upgrades, and migrations.Team and Role OverviewWe are looking for a Service Delivery Analyst to assist a growing team of Service Delivery Analysts responsible for providing best-in-class service to the largest financial institutions across the globe. If you have the curiosity to learn new technology and thrive in building new relationships, this position may be right for you.**Responsibilities**:Generate CapCloud service reports in line with the Service Management frameworkAssist management in monitoring the CapCloud Service KPIsAct on trends and deviations, and identify and lead a program of continual service improvement for the CapCloud serviceWork closely with the technical teams to aggregate data from monitoring toolsPerform basic analysis of service performance metricsLead / Present periodic CapCloud Service Review meetingsUpdate CapCloud document folders with new contracts/documents / proceduresSkills And RequirementsExcellent communication (written and verbal) and presentation skillsProblem-solving skills and a solution-oriented approach.Well-developed analytical skills and the ability to provide clarity to complex issuesAt least 3 years in a technical support environment for a managed infrastructure or cloud-based solution provider operating within the regulated financial community, ideally supported by experience with ITIL or ISO 20000Ability to articulate and communicate complex problems and solutions in a simple, logical manner. - Strong organization skills and capable of handling multiple projectsDemonstrable analytical skillsAn ability to meet deadlines, logically tackle problems, and set prioritiesExperience working in an Operations Service Delivery environmentExperience with Microsoft Office 365 Suite particularly PowerPoint and ExcelExperience extracting metrics from ITSM systemsDesirable CriteriaUnderstanding of financial regulatory reporting practices and regulatory environmentsGood knowledge of public cloud infrastructure**Knowledge of the following**: Datadog AWS Cloud Watch Jira Service Desk Salesforce Service Cloud (SFSC) SharePoint ConfluenceMore About Us**Our Office**:Adenza's Mexico office is in the Moncayo building, 6th floor, on the Paseo de la Reforma Avenue, one of the main and popular avenues in Mexico City due to its wide variety of amenities, services, restaurants, and different transportation options. Our new office is equipped with meeting rooms, own bathrooms, coffee breaks, and spaces to relax, and that makes day-to-day life easier.**Why Apply**:Adenza’s mission to pioneer innovative technology offering efficient, accessible, transparent, fully integrated solutions is only achievable due to our outstanding workforce. The fusion of deep technical knowledge with the element of human passion, understanding, and energy is what makes Adenza’s employees exceptional. At Adenza, we offer great opportunities to collaborate on challenging and relevant issues in financial services and technology. As we continue our exciting growth trajectory, we recognize how important investing in the best talent across the globe is. Are you self-driven, innovative, execution-focused, and customer-centric? If yes, we want to invest in you.Adenza is an equal opportunity employer (EOE). We are dedicated to building and supporting a culture of diverse perspectives and talents as well as inclusivity to support individual growth and superior business results.LI-PS1About AdenzaAdenza provides customers with end-to-end trading, treasury, risk management, and regulatory compliance platforms which can be delivered on-premise or on-cloud. We enable the world’s largest financial institutions to consolidate and streamline their operations with front-to-back solutions integrated with data management and reporting. We give them a single source of truth across the business.With headquarters in London and New York, Adenza has more than 60,000 users across global, central, and regional banks, broker-dealers, insurers, asset managers, pension funds, hedge funds, stock exchanges and clearing houses, securities services providers, and corporates.