Service Delivery Manager - Tunis

COMPANY
NeoXam is a growing global financial software company headquartered in France and continues to grow and hire! Join us and become a part of the global NeoXam adventure.
Through our combined talents and transparent approach, we help Buy-Side and Sell-Side organizations (banking/finance/insurance) address the continuous changes in the financial market industry. Our solutions cover the complete financial value chain, from central Data Management to Front-Office and Back-Office software.
NeoXam relies on our 550+ dedicated staff with offices in Paris, Frankfurt, Luxembourg, Zurich, Geneva, Milan, London, New York, Boston, Hong Kong, Shanghai, Beijing, Singapore, Tunis,
Sydney and Cape Town.
Our commitment towards excellence and strong expertise in conjunction with our futureoriented and international perspective drives us to be proactive and at the forefront of market
trends and cutting-edge technologies.
Join us to discover the synergies between our teams, job roles, and products and take part in
a strong and ambitious company project made possible by our employees and their
entrepreneurial, agile, convivial and multi-cultural team spirit.

CONTEXT

NeoXam is seeking a highly motivated, experienced Software Service Delivery Manager to establish, develop and lead teams dedicated to the client support service and the data service operation activities delivered to the NeoXam DataHub software clients.

The successful candidate will be tasked with oversees the delivery of the different services to our valued clients and coordinate the efforts of the different teams to ensure that the services are delivered in a timely and efficient manner.

This role requires a strategic thinker with a good understanding of the financial industry and market data, exceptional leadership skills, and a proven track record in building and managing high-performing teams.

KEY RESPONSIBILITIES

• Structuring and maintaining proficient follow-the-sun client support teams dedicated to financial data application and monitoring services.
• Foster a culture of client-satisfaction, continuous improvement, and innovation within the teams, encouraging the development of best practices and the adoption of new methodologies and process.
• Monitor and improve key performance indicators (KPIs) to evaluate the performance of the service delivery and implement improvement changes as needed.
• Oversee the delivery of services to clients and coordinate the efforts of Professional services, Technical Support, and development maintenance teams to ensure that services are delivered within the Service Level Agreement.
• Act as the primary point of contact at client’s support escalation issues.
• Implement company-wide systems for support knowledge sharing and documentation.
• Lead the change of NeoXam’s client-facing IT Service Management platform.

QUALIFICATIONS AND SKILLS

• Bachelor’s Degree or higher, preferably in Finance or Management Information Systems or Financial Engineering.
• Demonstrated success in leading and managing teams in a software service delivery environment.
At least 8 years of relevant experience, in particular working within financial software compagnies.
• Knowledge of data management, data governance and technology toolsets supporting these areas such as in the areas of data cleansing, data integration.
• Proficiency in utilizing financial data platforms and tools, such as Bloomberg, Reuters, FactSet, or similar.
• Strong leadership and team management skills, with a track record of building and leading high-performing teams in a fast-paced and dynamic environment.
• Excellent analytical and problem-solving abilities, with a keen attention to detail and a commitment to delivering high-quality results for clients.
• Fluency in both English and French (written and spoken) due to the global nature of the role.
• Outstanding communication and interpersonal skills, with the ability to effectively collaborate with both internal teams and external clients.
• Ability to work independently and driven to be a strong team contributor.