SaaS Senior Service Manager

• Full-time

Company Description

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 160 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.

We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

Job Description

We are seeking an experienced and result-driven SaaS Service Manager to join our dynamic and high-performing team. You are a pivotal partner to the high-profile institutional clients utilizing our SaaS Services. You will be responsible for ensuring the seamless delivery of our services in alignment with Service Level Agreements (“SLA”), managing both external and internal stakeholders, and driving continuous developments. This position offers you an exciting opportunity to work on strategic initiatives for a challenging and prestigious client base within a collaborative and innovative environment.

Your key tasks

• Act as the primary liaison between our organisation and high-profile clients (banks), fostering a strong partnership in tandem with a deep understanding of client needs
• Ensure the delivery of services in strict accordance with contracted SLAs, proactively managing service quality and performance
• Lead SLA negotiations and establish clear, measurable, and mutually agreed-upon service expectations with clients
• Coordinate internal teams to ensure rapid resolution of major incidents and implement comprehensive remediation actions
• Provide regular, transparent reporting on service status to stakeholders; highlighting successes, challenges, and opportunities for development
• Shape, implement, and oversee robust Service Management processes and governance frameworks

Proactively identify and execute actions to enhance service levels, including leveraging feedback through our Voice of the Customer portal.

This role can be based in Zurich or Bioggio or Geneva.

Qualifications

• Stakeholder Management: Demonstrated ability to build and maintain relationships with diverse stakeholders, serving as a trusted point of contact at all organisational levels
• Service Management Expertise: Proven experience in service management within IT outsourcing or similar environments, preferably with technical knowledge within financial sector
• Banking Knowledge: Strong understanding of the banking business, particularly wealth management, and its functional requirements
• Outsourcing & SLA Proficiency: Familiarity with outsourcing contracts, SLA management, and supplier oversight is a plus
• Problem-Solving Skills: Exceptional analytical abilities to simplify complex issues, develop actionable solutions, and communicate effectively to various audiences
• Communication: Outstanding verbal and written communication and presentation skills in English. Proficient French language skills are a significant advantage
• Interpersonal Skills: Ability to build good rapport across hierarchical levels, manage conflicts constructively, and drive productivity
• Avaloq Knowledge: Familiarity with Avaloq’s platform and services is a plus

What we offer:

• A highly collaborative and supportive team environment with opportunities for personal development and professional growth
• Exposure to strategic client engagements within a global and innovative organisation
• A culture of continuous improvement and a commitment to delivering excellence to our clients
• Competitive compensation

Additional Information

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.