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About the Role
This role entails safeguarding end-to-end service coherence from the client perspective in complex, multi-team environments, bridging Service Management, AMS delivery (L2/L3), Projects, Release, and Test functions. As a CDM, your aims will be to improve service predictability, transparency, and client trust by enabling governance quality. This will be achieved through aligning expectations, structuring cross-team escalations, detecting systemic risks, and ensuring explicit decision ownership, all while strictly avoiding operational execution.
Responsibilities
- Ensure end-to-end service delivery coherence across services, teams, and lifecycle phases
- Surface and frame gaps between client expectations and delivery feasibility; provide structured options to Service Managers considering all possible constraints
- Structure and govern non-incident escalations: ensure one owner, one next step, and one decision forum
- Enable pre- and post-delivery (Update Level / Emergency) governance checkpoints; ensure risks, residuals, and ownership are explicit and documented
- Support post-delivery oversight and pattern detection; help identify recurring incidents/regressions and trigger SDM follow-up such as Problem Management when appropriate
- Support governance forums (SOC, Ops Reviews) with consolidated risk narratives, trends, and escalation readiness
- Support KPI interpretation and transparency by providing a neutral, contextual narrative for governance forums
Requirements
- Deep comprehension of service delivery governance, AMS / SaaS models, and complex operating environments; systems thinking across services, releases, and clients
- Exemplary stakeholder management without hierarchical authority; comfortable influencing and enforcing clarity on ownership and next steps
- Structured, factual communication under pressure; able to frame trade-offs and risks objectively
- Experience in service delivery, AMS, operations, or complex IT environments; exposure to client-facing roles and governance forums
Skills
- Proficient written and spoken communication skills in English and German (B2)
Location
- Berlin
Work Type
- Hybrid
- Flexible working
About the Company
- Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries.
- We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks.
- Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.
- We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management.
- Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers.
- Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.
Equal Opportunity
- In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.
- We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.