Description

At Evooq, we are building an ecosystem of solutions that combine data, technology and investment expertise.

Finance professionals use our solutions to rapidly identify investment opportunities, make informed decisions and

manage the risk and the lifecycle of the investments. Moreover, Evooq is organized through highly autonomous

teams and by privileging trust and responsibility.

As the Application Management and Service Desk Lead you will be responsible for overseeing the operational management of our applications, providing efficient support, and ensuring exceptional service desk operations. You will play a crucial role in driving customer satisfaction, optimizing workflows, and fostering a high-performance culture within the teams.

 

• Application Management
• Oversee the management of applications, ensuring their performance, availability, and functionality meet business requirements.
• Develop and implement strategies for application deployment, upgrades, and maintenance.
• Collaborate with cross-functional teams to assess application needs, prioritize enhancements, and implement changes.
• Monitor application performance metrics, conduct regular performance assessments, and identify areas for improvement.
• Ensure compliance with security and data protection policies throughout the application lifecycle.
• Stay up-to-date with industry trends and emerging technologies to guide application management strategies.
• Lead and manage the service desk teams, providing guidance, support, and performance evaluation.
• Establish and enforce service level agreements (SLAs) and operational procedures to ensure timely and effective client support.
• Oversee and coordinate the resolution of technical and functional issues reported by clients, ensuring prompt and accurate problem-solving.
• Develop and maintain a comprehensive knowledge base and documentation for common issues and solutions.
• Foster a customer-centric approach within the service desk teams, ensuring exceptional customer service experience
• Monitor and analyze service desk performance metrics, identifying trends and implementing continuous improvement initiatives.
• Coordinate with other teams, such as development and infrastructure, to address complex technical challenges and enhance service delivery.
• Collaborate with stakeholders to understand business needs, align service desk operations with organizational goals, and communicate service improvements.
• Provide strategic direction and leadership for the application management, and service desk teams.
• Foster a positive and inclusive work environment, promoting collaboration, teamwork, and professional development.
• Set clear team goals and performance expectations, monitoring progress and providing constructive feedback.
• Identify skills gaps and training needs, implementing training programs and initiatives to enhance team members' capabilities.
• Foster a culture of continuous learning, knowledge sharing, and innovation within the teams.
• Build strong relationships with internal stakeholders and promote effective communication and cooperation across departments.

 

Votre profil

Skills and experiences required

• Bachelor's degree in a related field or equivalent practical experience.
• Proven experience in managing application management, and service desk operations.
• Strong technical background and understanding of application lifecycle management principles.
• In-depth knowledge of ITIL (Information Technology Infrastructure Library) best practices and service management frameworks.
• Experience in leading and managing cross-functional teams in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.
• Strong analytical and problem-solving abilities, with a focus on driving continuous improvement.
• Experience developing and implementing service level agreements (SLAs) and operational procedures.
• Familiarity with IT service management tools and systems.
• Proven track record of delivering exceptional customer service and maintaining high customer satisfaction levels.
• Strong leadership and people management skills, with the ability to inspire and motivate teams.
• Ability to adapt to changing priorities and handle multiple tasks simultaneously.
• Relevant certifications (e.g., ITIL, HDI) are a plus.

Why us

• We are a fast-paced organisation with the ambition to become the wealth management technology industry leader.
• We strongly advocate humility, curiosity, and pragmatism - which is evident by the way we work
• We value our employees, our customers and take great pride in our offering.
• We like well-written, maintainable, testable, and extensible software. We do.
• Employees have their say in roadmaps, schedules, and features, and are listened to.
• The technology stacks are modern, reliable, scalable, and maintainable.
• See more in our Culture Manual
• To see our full technology stack: https://stackshare.io/evooq/evooq

About us

Evooq is a global provider of technology-driven solutions for wealth and asset managers. We aim to radically

simplify the investment process and make investments more accessible and more understandable for professional

investors and their clients.

Our clients include some of the world’s largest banks, as well as wealth management companies and pension

funds across Europe and Asia.

We are headquartered in Lausanne and have offices in Zurich and Singapore.

 

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