Managed service- infrastructure
Luxoft's client, a buy-side focused provider of investment technology regulated by the Financial Conduct Authority in the United Kingdom, provides investment managers and financial institutions advanced front office tools and a holistic set of back-office services. This client is looking to strengthen their technical support towers enabling the business to focus on their growth ambitions.
Luxoft is engaged to crystallize the existing support structure into an SLA governed service, providing best-in-class foundations for the client to build upon and advance their market opportunities. Operating from London, Hong Kong and Connecticut, the client is rapidly growing with institutional backing and a proven track record in delivering a suite of financial services to a market-leading standard.
Position: Senior Service manager
We are seeking a seasoned Service Manager to lead a managed service engagement across multiple geographies. This role involves daily stakeholder management, ownership of the change request process, and oversight of service delivery and project execution. The ideal candidate will have strong experience in people management across distributed teams (5 locations), driving performance, and ensuring service excellence. Responsibilities also include managing a service desk operation, aligning services to SLAs, and coordinating ongoing projects in a dynamic environment.
- Lead day-to-day service delivery operations across five international locations, ensuring alignment with SLAs and business objectives.
- Manage stakeholder relationships with maturity and transparency, providing regular updates, addressing concerns, and facilitating strategic alignment.
- Oversee the change request process, ensuring timely evaluation, approval, and implementation in coordination with clients and internal teams.
- Supervise and support the service desk, ensuring high levels of customer satisfaction and resolution efficiency.
- Apply ITIL best practices to manage incidents, problems, and service improvements.
- Drive risk and issue management processes, proactively identifying and mitigating potential impacts on service delivery or projects.
- Manage distributed development teams, with a focus on performance, collaboration, and alignment to business goals.
- Monitor and improve performance metrics related to development and operational processes.
- Support the implementation of enterprise-level software solutions, coordinating across technical and business teams.
- Maintain a strong understanding of SDLC and contribute to process improvements across project and service streams.
- Communicate effectively in English with international customers and internal stakeholders, both verbally and in writing.
MUST
- Experience of IT operations service management
- Strong knowledge ITIL
- Fluent English and excellent communication skills
- Solid understanding of SDLC process and software development
- Risks and issues management experience
- Hands-on experience with implementation of enterprise-level software
- Hands-on experience with setting up performance metrics in development process
- Excellent skills with stakeholder management
- Experience working with international customers
ITIL
Luxoft DXC
2000
Luxoft, a DXC Technology Company is a global digital strategy and software engineering firm with over 17,000 international employees within its 58 offices in 29 countries. It is headquartered in Zug, Switzerland.
In January 2019, Luxoft was acquired by U.S. company DXC Technology. Luxoft partnered with LG Electronics to create a next-generation Autonomous Mobility concept vehicle that integrates consumers' personalized digital lifestyles into a driving experience. Luxoft enabled Switzerland's first Blockchain based e-vote platform with the City of Zug and Hochschule Luzern's Blockchain Lab.
Luxoft, a DXC Technology Company is a world-renowned company. It has been present on the Polish market for over 13 years. We have offices in Krakow, Warsaw, Wroclaw, and Gdansk. We employ over 2,000 professional experts carrying out projects for over 100 clients from the financial, automotive, medical, tourist industries, etc. We work for many international clients, including the USA, Great Britain, and Switzerland.
So far, Luxoft Poland has made a name for itself as a company that offers work on innovative projects, we offer various experiences in the field of IT, opportunities for rapid development, an extensive training program, and attractive benefits for employees.
At present, 62% of Luxoft Poland employees come from Poland, and 38% from around 50 countries, including Ukraine, Brazil, India, Turkey, Spain, Portugal, Italy, Romania, USA, etc.
At Luxoft, a DXC Technology Company almost 80 percent of employees are experts with the "Senior" experience level, with at least five years of experience. We care about our employees, so every day we try to provide them with the best possible conditions for work and development.
Technology is our passion! We focus on top engineering talent means that you will be working with the best industry professionals from around the world. Because of that, Luxoft is a global family with an epic atmosphere – we love what we do!