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Associate Service Delivery Manager

London, United Kingdom | TSYS

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    Financial Services Professional
  • Experience:
    5-7 years
Job Description:
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Accountable for the identification, development and delivery of Continual Service Improvement plans and initiatives to reduce operational costs and enhance operational efficiencies. Oversees the operational model across multiple Third Party Providers to ensure alignment to non-functional requirements across Business As Usual (BAU) service provision, partner contract renewal, and new third-party contracts. Responsible for BAU Operational and Transition Readiness of significant events, including new client conversions, new products and services, and decommissioning of existing products. Ensures all aspects of processing service are provided as required by the client contract to achieve Service Level Agreements (SLAs) and production processing and contractual obligations are met within a regulatory framework.

What Part Will You Play?

Responsible for the holistic management of two to three clients (depending on level of service complexity) and their TS2 production services, including any additional associated processing services and products.  

Develops and delivers continuous service improvement plans and initiatives for clients and their use of TSYS products or platforms. Conducts root cause analysis to develop action plan implementation.

Responsible for the holistic management of two to three partners (depending on level of service complexity) and their production services, tracks Partner service-level performance and proactively identifies ways of continuously improve service to exceed client expectations

Manages service transition into BAU by working with the relevant business areas via stakeholder management, in the transfer of new clients, products and platforms on go-live.

Conducts regular Service Reviews with allocated clients and partners, acting as a Client advocate with multiple internal teams to address any service deficiencies and escalation of Partner issues.

Acts as client escalation point in the event of need for Severity 1 incidents.

What Are We Looking For in This Role?

Minimum Qualifications

Bachelor's Degree

Relevant Experience or Degree in Business Administration or related field; Combination of relevant training and/ or experience in lieu of degree

Typically Minimum 6 Years Relevant Exp

Experience in client facing roles and/or financial industry.

Required Certification(s) / Licensing:ITIL certification

Preferred Qualifications

Preferred Education: Master’s Degree


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