Misys: Who we are?

Misys is one of the world’s leading producers of financial services software, providing the broadest and deepest portfolio of products on the market. We are helping to transform the global financial services industry by making financial institutions more resilient, more efficient, and more competitive. Over the past two years Misys has delivered 51 product releases, launched five new products, won over 40 awards, acquired IND to tap into digital channels, CCS to expand our lending offering and closed over 1,000 deals while gaining over 60 new customers.

Misys solutions are used by some of the world's leading financial institutions!

• Including 48 of the world's 50 largest banks
• 16 of the top 25 syndicated loan book runners
• 12 of the top 20 asset managers
• More than 90 asset managers and hedge funds
• Why work for Misys? 

Misys believes in empowering its people by providing the necessary tools they need to achieve success. Whether it is developing a new product, writing new software, building relationships with clients, or recruiting the best talent, rest assured that with Misys, the future is yours to shape. Our expansive network allows us to provide opportunities for growth in and outside of our organization. Be a part of a team of people who value and challenge you. If employed at Misys, you will work with people who are leading the financial services industry in innovation.

The Role:

Work directly with assigned Misys clients and across Misys functions, contributing to the overall delivery of software and services to ensure a world class customer experience.

The Customer Services Delivery Manager is a key point of contact for the customer within the Misys organization and works closely with the Customer Support, Professional Services, Product Management, Development and Account Management teams.  They build and apply relevant improvement plans to ensure service delivery, proactively escalating challenges that would negatively affect service delivery and take ownership and drive to meet client deadlines, tracking internal progression and managing customer expectations

Responsibilites:

As a member of the Customer Services team your main responsibilities will include but are not limited to

• Accountability and responsibility for client retention and satisfaction through establishing and maintaining service excellence;  contributing to the achievement of agreed client goals and managing expectations accordingly; building and nurturing a relationship built on transparency, respect and trust
• Act as escalation point for Account Management and the customer for delivery of any identified operational priority issues
• Work with the cross functional teams, to resolve any operational escalations, breakdowns in process, identifying and discussing with management, what needs to be done tactically and strategically to improve
• Define and manage the agreed operational governance model
• Where level C engagement is required, proactively engage that, working closely with the Misys Executive sponsor to brief on challenges, risks and suggested actions 
• 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.

Experience:

• Proven track record in client relations management
• Strong change management and project management skills.  Formal training in management disciplines will be an advantage
• Politically astuteness and conflict management skills
• Strong interpersonal, communication, negotiation and presentation skills
• Must be articulate in both the verbal & written communication
• Analytical and problem solving attributes
• Exhibit tact and diplomacy in dealing with sensitive customer issues
• Self-motivated and able to work independently and autonomously
• Organised and self driven to achieve goals
• Cool under pressure.

Qualifications and Certifications:

• Degree level education in numerical, technical or business subjects or equivalent relevant experience
• 7 + years in an IT, consultancy or software delivery customer facing, service delivery environment with significant client contact across all levels within a technical environment
• Any experience or certificaiton with ITIL is an advantage.