Junior Service Delivery Manager

2 weeks ago

Cork, Cork, Ireland Deutsche Börse Full time
Your Area of Work

The Service Delivery Manager is accountable for the day-to-day delivery of services to our clients.



Your Responsibilities
  • Monitor and manage all assigned client queues ensuring service level agreement adherence
  • Provide daily, weekly and monthly rhythm of business with assigned clients
  • Provide clients with golden source metrics usage data for monthly and quarterly service reviews
  • Manage all clients' escalations and incidents to full recovery and provide regular update communication
  • Monitor and coordinate Clients' Incident Reports completion till final submission and ensure respect of SLA for delivery
  • Own agreed service improvement plans and reporting
  • Own Clients' projects including big or small events and onboarding/offboarding projects
  • Provide and/or organize training and support to clients to ensure adherence to Kneip process and procedures
  • Participate in all assigned training
  • Act and work in compliance with all internal rules and policies


Key Interlocutors
  • Kneip clients: first point of contact for service request outside BAU and requiring prioritisation and/or escalation
  • Account Management Team: to be aligned and ensure a proper follow-up of our clients
  • Client Service team Managers: key contact in order to solve the client's query
  • Product Owner: key contact in order to solve the client's query
  • IT Engineering: key contact in order to solve the client's query


Your Profile
  • At least a first experience working in a similar role and services provider
  • Fluency in English and/or French - German would be considered as an asset
  • Communication skills
  • Problem solving oriented
  • Teamwork
  • Relationship management
  • Challenge management
  • Project management


Seniority level

Not Applicable



Employment type

Full-time



Job function

Project Management and Information Technology



Location: Cork, County Cork, Ireland


Salary: €60,000.00-€85,000.00

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