Job Description

Responsibilities:
• Stable predictable delivery of deployments for the global LMS customer base with clear design and process controls to ensure an optimum consumption of Finastra LMS IP into the managed services.
• Contribution to the key strategic initiatives (move to cloud, always N).
• Drive existing Enterprise customer base to LMS
• Technical Design and automation of Delivery of LMS 2.0 capabilities
• Leadership of the Site Reliability Engineering Team
• Creation of a new Dev Ops process enabling automated low touch consumption of strategic Finastra software packages
• Key Strategic Partner and Customer alignment to ensure the best possible consumer experience in the context of cloud and managed services.

Ensuring the adherence of our contractual SLA's throughout increased stability and higher levels of automation and the key stakeholder accountable for our foundational designs to support a high-quality service.


For the Managed Services customer portfolio (globally):


• Accountability and responsibility for client retention and satisfaction through establishing and maintaining service and delivery excellence; contributing to the achievement of agreed client goals through the increased stability and automation across the managed service solution; building and nurturing a relationship built on transparency, respect, ingenuity and trust.
• Proactively co-ordinate, prioritize and align services and resource requirements with delivery area owners; identifying and communicating delivery risk in the context of change and customer deployments.
• Ensuring that all customer service level agreements are maintained and met across platforms and solutions - with a core focus on stability and environment sanctity.
• Provide leadership and coordination and manage the delivery of change management and deployment services from delivery units in a service partnership, building and nurturing a relationship built on transparency, respect and trust as 'One Service Team' with the customer. Focusing on ensuring a highly automated, controlled and structured process facilitating customer software consumption.
• Report internally, as agreed, deliverables and schedules and status against those schedules, including identified risks and 'asks' regarding mitigation (include highlighting potential penalty SLA non- compliance risk) with a key focus of mitigation through automated tooling and managed services heightened capability.
• Define and manage the agreed software delivery model in the context of the managed services.
• Define and implement a highly automated (ambition to be at 100% automation and zero touch) deployment model which extends the GA capability of product to align as close to possible to a SaaS based managed services model.
• Ensure the aspiration of minimal manual interaction is established and adhered to as it relates to the management and deployment of software into the managed services.
• Interact, influence and coordinate across the various elements impacting the managed services value chain - especially as it relates to change and quality practice integration. This role is and will be referenced as one of the key architectural thought leaders within the managed services context.
• Report and be a though leader in customer governance meetings as it relates to the managed services portfolio and change practices
• Understand the client business and application roadmap and advise on direction and schedules to ensure the best possible experience, clearly identifying upfront and ongoing, risks and how they may be mitigated / minimized.
• Think through the integration and packaging of customer customisations and solution extensions ensuring the adherence of the 100% automated deployment mentality implementing version control and environment management practices.
• Educate the client in their roles and responsibilities in respect to production and non-production support, setting / aligning expectations and identifying areas where improvements can be made and work with them to enable those improvements, including the identification of customer self-enablement opportunities; working with the customer to plan and progress as necessary, including identification and progression of Premium Support
• Support the organization to organically grow the account, expand the portfolio of licensed software and contracted services, through service excellence and positive client relations and trust, working closely with other areas of the organization as necessary.
• Ensure the Handover process from implementation to production support is completed, engaging client stakeholders and professional services alike, appraising the customer on CS Service procedures and standards/tools, as well as introducing Premium Services. Be the main focal point for ensuring the transition to operations incorporates the thinking, artefacts and automation required to align to the LMS Target Operating Model.
• Support and coach the Customer Advocate and Service Delivery Managers in respect to client interaction; building skill and confidence and aligning to the service delivery capability for the customer and in line with the Lending Managed Services ambition. Being recognised by the team as the key person leading the stability, codification of collateral, automation processes and end to end managed service proposition.
• Drive and work to industry standard Service Management processes focusing on adoption of ITIL based work processes as expected by the industry
• Be a key stakeholder as it relates to the design and adherence to best practice of the managed services model.
• Support and be a key member of the presales and business development engine for the managed services team aligned to software sales and effectively growing and driving the partner echo system with the key ability to speak to the LMS technology roadmap and the interlink with Product and the software development and deployment lifecycles.
• Accountable to the design of LMS from a technical architecture and process perspective. Being the recognised thought leader on;
• Adoption of industry standards
• Adherence to audits
• Automation and Dev Ops design and flows
• Alignment to the strategic partners and the operational cadence and design to support our managed services ambitions