IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions.
Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.
Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients’ success.
www.IPC.com
TITLE: Service Delivery Manager
DEPARTMENT: Global Service and Support
REPORTING TO: Director, Global Services
OFFICE LOCATION: Frankfurt, Germany
Overview of the Team
Technology is central to the success of IPC and to maintaining our edge in the marketplace. IPC’s approach to investing and creative application of technology makes our product’s track record possible. We’ve become thought-leaders in financial communications solutions while providing our customers impeccable, risk-managed service. We understand that organizations with the best performance must attract the best people. We relentlessly search for candidates from all backgrounds and disciplines that exhibit excellence in their work. We require initiative, conceptual and applied intelligence, and a can-do attitude that is not only focused on constant self-improvement, but also actively participates in a work environment where every employee is encouraged to challenge, identify, and ultimately lead improvements to the status quo.
Role Overview:
The Service Delivery Manager (SDM) is the regional leader that ensures first class service delivery and overall operational effectiveness. The SDM will liaise cross-organizationally and with the customer to ensure all contractual deliverables and IPC commitments are being achieved. The engagement of a Service Manager through Managed Services may vary in terms of frequency (weekly, monthly, quarterly), scope (Connexus Unigy, Voice Recording, Networks) and region (AMERS, APAC, EMEA). Responsibilities include assurance that all Service Manager monthly deliverables are met, that service reviews with the customer are conducted, and that all issues and concerns are followed up with action item tracking and execution. The SDM will provide motivation, development, strategy, leadership and governance to support teams, including on-site engineers and remote support engineers, ensuring customer focus and proactive service, adhering to ITIL principles, using IPC ITSM systems to track all incidents, changes, and problems. This is a hands-on management level role that requires the SDM to support IPC’s business goals and objectives.
This position reports to the Global Services Director or Vice President.
How You Will Make an Impact:
- Responsible and accountable for reviewing performance against Service Level Agreements (SLAs)
- Review global turret/license inventory request against existing license.
- Review risks highlighted by Customer, as a regulatory requirement, as it pertains to maintenance and support only. Provide escalation management as needed, including regular status updates to customer and internal stakeholders.
- Review status of software/hardware releases and patch activities, as it pertains to maintenance and support only.
- Manage user expectations throughout the service request lifecycle. Provide regular communication to end users regarding status and resolution.
- If in contract scope, provide support for customer P1 process and oversight on critical case escalations. Manage the full lifecycle of incident and problems including authorship of incident report, impact assessment, root cause analysis and mitigation/remediation planning.
- If in contract scope, manage Changes, coordinate with delivery team to ensure proper handover of HLD/LLD for any new sites added, and ensure that Event Management are provisioned.
- If in contract scope, act as single global leader of customer engagement team and dedicated to Customer.
- If in contract scope, carry out periodic review of the status of contractual deliverables.
- If in contract scope, review key operational processes and procedures to ensure ITIL best practices are adhered to and implement changes as required.
- If in contract scope, consolidate global IPC/Distributor invoices and review invoice status.
- If in contract scope, review product roadmap and identify potential feature and function upgrade paths.
- If in contract scope, review moves/adds/changes/deletions activity for each service review period.
- If in contract scope, perform service reviews on customer site.
- Partner with cross-functional teams including Sales, Engineering and Global Operations to ensure seamless high-touch, superior support to assigned customers. Facilitate strong collaboration between teams.
- Communicate customer status, concerns, and escalations to senior leadership as needed.
- If applicable, manage direct resources assigned to customers on site or for remote support. This includes goals settings, performance reviews, monthly labor reporting and analysis, managing projects codes, managing shifts, handling personnel escalations.
Essential Skills and Experience to be Successful in this Role:
- Ability to understand the technical aspects and practical application of the advanced technologies that form the basis of IPC/OEM products and that are utilized in our customer’s communications topologies.
- Strong oral and written communications skills
- Attention to detail and a demonstrated logical approach to problem solving and issue triage
- Excellent presence in the office and with customers
- Ability to interface with a customer stakeholders on a technical and project basis. Ability to take complex technical conversations and tailor them to a non-technical audience.
- Ability to successfully manage multiple simultaneous priorities
- Ability to manage high stress-pressure situations and provide logical direction to the appropriate parties.
Desired Skills and Experience:
- Engineering degree or equivalent is required with extensive experience managing a technical or operational organization.
- High energy, motivated executive with prior experience in process optimization and ITIL based incident, change and problem management.
- Experience working with a wide array of individuals from end users to customer business executives.
- Experience in the financial services industry strongly preferred
- Experience with IPC technologies, PBX, Networking or Voice Recording technologies is a plus.
- Excellent organizational skills with strong written and verbal communication as well as negotiation skills.
- Business and analytical capabilities, including budget management, capacity – efficiency analysis, and metrics analysis.
- Flexibility and willingness to work non-standard hours on occasion to meet customer demand
- Demonstrable commitment to quality and customer service
- Skilled with Microsoft Excel and PowerPoint
What’s in It for You?
At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.
In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:
- Competitive Base Salaries
- Company Car and Car Allowance
- Additional Time off for Charity Work and Volunteering
- Tuition Reimbursement
- Certification Bonus Program
- Access to “IPC University” our Internal E-Learning Platform
- Access to LinkedIn Learning
- Structured Onboarding Training and Peer Mentor Support
- Wellness Program
- Employee Referral Scheme
Further information about your benefits will be provided during your onboarding process.
Additional Information:
At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.
Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.
You can explore more about our culture, offerings and commitment on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/.
IPC’s Work Culture:
The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.
Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.
We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.
