What are the responsibilities and job description for the Service Delivery Manager position at IPC Systems, Inc?
IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.
Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.
At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.
Come be part of the new team that delivers ground-breaking products for our clients.
www.IPC.com
TITLE : Service Delivery Manager
DEPARTMENT : TS Variable Operations
LOCATION : New York
REPORTING TO : Director of TS Operations
ROLE TYPE : Hybrid, Full time
Role Overview
The Service Manager oversees all technical configurations, guidelines, service-related issues, and product interdependencies for the New York Service Delivery Team. This role ensures governance on MACs and service tickets, meeting SLAs, managing installations, and resolving Remedy tickets. The Service Manager provides incident metrics, product release and patch recommendations, and best practice guidelines. They also update on all IPC installation projects in the New York Metro area. This position reports to Director of TS Operations.
Essential Skills and Experience to be Successful in the Role :
- Provide excellent management and direction to a diverse and growing team.
- Ensure the best possible service delivery to customers via IPC and its partners.
- Collaborate with Sales, Engineering, and Technical Support for seamless customer support.
- Foster strong cross-departmental collaboration and mutual support.
- Ensure the labor pool is adequately sized and technically composed to meet business demands.
o Proactively model labor and key metrics.
o Report labor requirements and bandwidth to management, highlighting concerns and recommendations.
o Govern local work rules and directives.
o Maintain a competency matrix for the technical team.
o Develop individual and group training plans.
o Align training content and schedules with needs.
o Ensure team competency in all aspects of the trading floor, including server skills, desktop device proficiency, network understanding, and trader interaction.
o Meet labor budget on a job-by-job basis and align Unigy labor with Alliance per position.
o Act as a senior management escalation point for key operational issues.
o Evaluate root causes and implement process, documentation, and communication improvements.
Desired Skills and Experience :
PLEASE SUBMIT YOUR CV IN ENGLISH
What’s in It for You?
At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.
In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including :
Further information about your benefits will be provided during your onboarding process.
Additional Information :
At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and / or client needs.
Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.
You can explore more about our culture, offerings and commitment to living our Core 4 values, on and .
IPC’s Diversity Statement :
The IPC work culture is one that fosters inclusion, prioritizes diversity and collaborates with our local communities. Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness. We encourage all team members to actively support our commitment to join in a celebration of social equality and justice, with a focus on actions that improve our firm and communities”
