Service Delivery Manager

Do you thrive in a dynamic, fast-paced environment? Do you get excited at the prospect of managing and building high performance teams? Do you like to disrupt traditional thinking and find innovative ways to solve problems?

If you answered yes to the above questions, let’s talk!

About us 

Trusted by leading global banks and financial institutions of all sizes, TAO Solutions has worked for over a decade with financial industry leaders worldwide. We design innovative and automated software solutions to empower the financial services industry with operational agility and robust capabilities. With office headquarters in Toronto and offices in Sydney, Australia, as well as San Diego, USA, TAO Solutions is in an expansionary mode. We are driven by an entrepreneurial and visionary mindset, which means there is plenty of room for innovation and initiative, and for talented people to shape who we are tomorrow. Further information on our business, products, and services can be found at https://taosolutions.com.

We are looking for a Service Delivery Manager to join our growing team in Sydney. Why TAO Solutions? Click Here

Number of Positions Open: 1

Your next career move could be with us!

• Working in partnership with the Senior Management, create and maintain the evergreen strategic one-two-year plan and implement new processes and approaches to achieve it on an ongoing basis
• Reports directly to the COO
• Serve as the service delivery leader for all applicable Sydney office accounts
• Working with the Director of PMO, execute PMO standards across all applicable active software implementations, primarily SecureHub
• Become a SecureHub application resident expert
• Become ingrained in TAO’s software development life cycle, including an expert understanding of TAO’s Kanban usage and sprint planning process
• Manage the daily operations in the Sydney office, including regular status meetings with staff
• Co-lead the performance management process that measures and evaluates progress against goals and key performance indicators for the organization
• Implement and maintain a culture of continual process improvement to drive higher employee and customer satisfaction
• Actively lead and support a positive, proactive, results-oriented working environment that peers and stakeholders regard as innovative and demonstrative of the firm’s values
• Identifies potential roadblocks and risks to the implementation strategy
• Provides project team direction at key milestones throughout the entirety of each assigned project
• Escalation path for decisions and/or issue resolution not able to be made at the project team level
• Ensure that all client SLAs and contractual requirements are met or exceeded
• Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks
• Along with the Director of Talent Acquisition and Retention (DTAR) Organize and administer Human Resource activities for the area of service delivery for the Sydney office
• Support the sales process and prospect client relationship management activities as required by the Director of Sales and Solution Engineering and the Head of Business Development
• In conjunction with the COO and CTO, assist in the continual audit process and procedure improvement
• Working with the Systems Engineering team, ensure that audit processes and procedures are being followed
• Where applicable, lead additional training sessions and lunch and learns for existing employees to ensure that the correct audit process is being adhered to
• For 25-50% of your time, the SDM will directly interact and lead a major ongoing or existing implementation. This will include minimal project management activities and some business analysis activities
• Assisting the DTAR and COO by tracking current BA employee utilization and assisting in forecasting current and future requirements (and potential growth, which may include new hires) for a minimum of six months
• Assisting the DTAR, coaching and developing new and existing BA hires

Does this sound like you?

• Minimum 2 – 3 years of leadership experience
• Demonstrated knowledge and expertise in leading & managing all aspects of client service delivery
• Excellent judgment, strategic thinking, time and stress management, and problem-solving skills
• Sound knowledge of conflict management
• Detail-oriented, with strong organization, prioritization, and decision-making skills
• Proficiency in software like MS Office, Google Workplace, and Project Management Software (MS Project, Smartsheet, Celoxis, GanttPRO, LiquidPlanner, etc).
• Understanding of Microsoft operating systems and server technologies
• Experience with MS-SQL Server and/or database structures and principles
• A strong understanding of Reporting Services will be an asset
• Clear understanding and agile, Kanban, and full software development life cycle
• Solid understanding of Project Management Principles
• Minimum 2 years experience in software development projects, business analysis, and/or application support with exposure to large-scale enterprise support implementation required
• Solid background in asset-backed structured finance, securitization, and accounting principles is desired
• Exceptional interpersonal and client-handling skills with the ability to present to and train groups of people in a clear and concise manner are essential
• Bachelor’s Degree in Business Administration, Mathematics, Computer Science or Applied Science is preferred
• CFA designation and/or PMP certification is an asset
• Autonomous self-starter with a preference for a collaborative, agile work environment

What you can expect from us

At TAO Solutions, our performance-driven culture is built on successful teamwork. We are ranked as one of the top companies to work for by Great Place to Work Canada and recognized as one of the best places to work in technology. We’re passionate about fostering an environment that positions each team member to succeed and grow their career. We are committed to diversity and inclusion and demonstrate our values through equitable pay, fantastic benefits, and an inclusive and accessible environment for everyone.  Please let us know if you require accommodation during the recruitment and selection process.

What’s in it for you?

We invest time and resources to ensure TAO Solutions is as good as the people we hire. Here are some of the reasons we attract the best people:

• Competitive compensation
• Flexibility to work from home
• A collaborative organization that is receptive to new ideas
• Profit-Sharing Bonus program
• Global career opportunities
• Ongoing training and professional development
• Fun and results-driven work environment