Senior Service Manager

SIX is driving the transformation of financial markets, we are at the forefront of innovation and a passionate advocate for FinTech.
With offices in 33 locations, we have stood for innovation and stability on the global financial markets since 2008 but our roots go back to the 1930s. SIX provides technical infrastructure and services to banks and other international financial institutions. We run the stock exchanges in Zurich and Spain, offer global clearing and settlement services, sell financial information around the world and provide secure payment solutions to clients in Switzerland.

As part of SIX Financial Information, our IT organization supports business functions by ensuring an efficient delivery and operation of all IT-related services within the confines of global processes. In the event that the global process is not working as needed, the Service Manager is responsible for the process improvement. We are driven by customer satisfaction and the quality of services provided to our customers per agreed levels of service (Service Reference Guide). Being part of the Financial Information service management team, your role will be to guarantee the quality delivered to customers for a set of services, with a focus on operations, incident management, change management, continuous improvement, service planning, performance metrics and operational level agreements.

What You Will Do

• provide high service quality to customers for a set of services which has the potential to be customer facing as needed
• ensure that standard operations, monitoring, and escalation processes are applied consistently across a portfolio of services
• prioritize incident resolution with a particular focus on limiting customer impact and efficient communication in the event of a service outage as an immediate action
• proactively manage improvement and service planning in a forward-looking approach, while recommending and driving quality
• work on improving the service framework, good practices, processes, and tools
• participation as a part of the team and accountable for joint success

What You Bring

• proven strong experience in an IT service management role, broad experience in Software Development Life Cycle and DevOps practices
• ability to dive into technical details, as well as customer targeted communication
• strong analytical and problem-solving skills
• experience in financial information, with Market and Reference Data experience
• strong commitment to the SIX Values: Ownership, Trust, Customer Focus and Collaboration
• excellent command of English, both written and spoken