Service Delivery Manager (f/m/d)

Clearing and Risk IT is responsible for the development of the clearing house related IT strategy and monitoring of its implementation. Efficient and state-of-the art IT implementation of Eurex Clearing design requirements for post-trade, collateral, and risk management functions. Conduction of Business Acceptance and Performance Tests. Supervision and control of outsourced IT build & test activities and operations. Coordination and monitoring of IT Security related affairs, including mitigation.

The units of the department are based in Frankfurt, Cork, and Prague. All teams work jointly together to provide reliable, efficient, and high-quality IT Services. This way they act as a concentrator of technical expertise ensuring excellent support.

Area of work:

The Infrastructure Service Design & Support team coordinates, consults, and supports the respective Business units and their project managers in the process of requesting a service and manages the implementation process across the CIO/COO division. The team can identify, mitigate, and manage risks and dependencies. This leads to an increase in transparency and an enhancement of IT delivery in time and budget.

Infrastructure Service Design & Support is a crucial function within Clearing & Risk IT by translating business requirements into technical and operational solutions.

Your responsibilities:

• As a Service Manager you manage one or more services throughout their entire lifecycle (without operation) based on the contractual agreements, e.g., including monitoring of SLAs and OLAs
• Assess and evaluate potential new service requests of business partners to properly launch a service in production
• Translation of these new incoming service requests into technical requirements
• The Service Manager acts as Single Point of Contact (SPOC) for the Project Management teams and business partners in terms of Service quality (e.g., System availability and capacity) and manages change requests to the service accordingly
• Driving day-to-day prioritisation of work baskets/tasks regarding capabilities and resource availabilities
• Comply to standardization through the concept of a Service Catalogue and Service Delivery Statement contracting (e.g., KPI measurements, service deliveries, RACI matrix, etc.)
• Proper escalation handling towards stakeholders
• Execute service gap analysis on regular basis to foster continuous improvements in service quality regarding service metrics, KPI benchmarks, IT processes, interfaces, roles, and responsibilities, etc.
• Support operational core processes (IT Infrastructure Change Management, IT Problem Management,
• IT Incident Management) by connecting stakeholders, collecting information and publishing Incident Statements, maintaining Problem Tickets, and creating Change Requests
• Coordinate and prepare annual penetration tests of our core systems in order to stay compliant to our standards, guidelines and security measures
• Act as a representative of the Clearing and Risk IT organisation in Project Steering Committees
• Strong and close relationship to respective business stakeholders and IT Operations
• Act as an ambassador to establish and promote a service quality mind-set and awareness throughout the organisation

Your profile:

• Analytical skills, eager to learn
• Team player, service-oriented attitude
• Excellent verbal and written communication skills
• Proven ability to organise and prioritise in a fast-paced environment
• University degree or equivalent
• Experience in the financial industry and familiarity with its basic principles
• Knowledge of Deutsche Börse AG’s Trading, Clearing & Risk environments and applications, connectivity portfolio and IT infrastructure is a benefit
• Highly motivated, organized individual who can work effectively with minimal supervision
• Experience with SAP Ariba, SAP CRM7, JIRA, MS SharePoint is a plus
• Proficiency in written and spoken English