Service Delivery Manager - Capital Markets Technology

Why Nasdaq

When you work at Nasdaq, you're working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we're all valued for our unique perspective.

Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.

Here, we're committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

What We Offer

Our Client Services Management practice is dedicated to delivering exceptional services to our valued customers. We aim to elevate overall customer satisfaction, setting our products and services apart in the market. Our strategic vision involves substantial investment in this area, forming a key component of our commitment to empower the global financial system. We are currently looking for a dynamic individual to fill the role of Service Delivery Manager. Join us in contributing to a mature and high-performing customer success management function, driving continuous improvement and excellence.

You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn and grow and rewards with a global impact we create.

In return, you will receive a competitive salary package, private health insurance, employee stock purchase plan, equity grant, and more.

What You Will Do

• Lead a customer support team as the main point of contact for a large US based Marketplace Technology client
• Coordinate the services and efforts of Nasdaq FinTech and partner with customers to align with their strategy, address burning issues and mitigate risks
• Work closely with Account Management, Sales, Product Management and Product Engineering to proactively manage relationships with customers
• Vigorously evangelize and establish Nasdaq's engagement model for allocated accounts
• Lead business reviews / executive meetings with customers to track current projects, explore new sales opportunities and manage escalations where required
• Achieve and maintain a measurable improvement in customer satisfaction
• Understand the customer 'topology', their goals, and determine ways in which Nasdaq could help to address these goals and strategies
• Build strong relationships with the stakeholders (internal and external) to achieve the desired outcome.
• Accelerate the discovery of upsell opportunities within the portfolio of accounts and drive the discovery of cross-functional opportunities for adoption growth
• Proactively seek ways of improving the services provided by the Customer Success team

What We Expect

• Academic degree qualified in a field related to Engineering or equivalent work experience
• At least 8 years of work experience in Client Success, product management, project manager, Scrum master, Client management or similar role
• Ability to work and manage high demanding customers in the financial space
• Hands on experience with UNIX/LINUX, or a programing language
• Strong leadership ability and proven track record as a project manager/lead in delivering a project from beginning to the end
• Ability to work effectively with individuals/stakeholders at all levels of the organization
• Deep understanding of software development life cycles
• Strong analytical and problem-solving experience
• Good knowledge of capital markets and financial systems
• Experience in using Customer Success tools such as Salesforce, Confluence, JIRA, PowerBI
• Excellent presentation skills, data-driven and able to present to a diverse audience
• Excellent communication skills

What Would Be Helpful

• Expertise in Agile principles and experience in facilitating Scrum events such as daily stand-up meetings, sprint planning, sprint reviews, and sprint retrospectives

Does It Sound Like You?

Please follow through by clicking the "Apply" link and submitting your application. If your skills and experience are a match, we will be in touch soon. In the meantime, please visit our website and social media channels to learn more about our innovative business, inclusive culture and where a career at Nasdaq can take you.

This is a permanent, full-time role so candidates should have full working rights in Australia. To be eligible to apply, you must have Australian citizenship or permanent residency status.

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.