Job details

Delivery Manager

Company details

With over 3500 experts and one of the deepest, broadest portfolios of software and services, Sopra Banking Software is a trusted, long-term partner of over 800 banks in more than 70 countries. Sopra Banking Software has an unequalled ability to address the requirements for banks and financial institutions of any size and scope, allowing them to innovate and expand their services. Sopra Banking Software is a subsidiary of the Sopra Steria Group, a world leader in digital transformation, with more than 40 000 employees. In 2016, Sopra Steria achieved a pro forma turnover of € 3,7 billion.

For more information follow us on Twitter @SopraBanking or visit

We are looking for (m/f):

Delivery Manager – Luxembourg


Lead the “ SaaS and Managed Services” production of “Sopra Banking Software”

  • Supervision of the customer relationship
  • Management of the Run Teams located in Luxembourg
  • Inception and application of the security and process policy according to ISAE 3402, ISO 27001 norms and customer SLA
  • Inception and application of the release management policy of Sopra Banking SaaS Solution
  • Inception and application of the infrastructure and provider plans

Job description:

  • Owns the quality of service delivered including performance reporting
  • Manages the cost of the service and be responsible for the service costs improvements
  • Co-ordinates all Delivery activities to deliver the service in accordance with contractual scope, and target levels
  • Responsible for all Service Desk processes, priorities, efficiency, enhancements, integrations and productivity including change advisory board management
  • Acts as a central point of communication within the organization which will include liaising with account managers and the professional services and support teams
  • Manages relationships with third parties along with monitoring of the services which they provide and refinement of the associated processes
  • Maintains an environment of collaboration and continuous improvement, focusing on quality, customer satisfaction and process development
  • Develops and maintains working relationships with Solution, Application and Service Owners
  • Develops and maintains a Continuous Service Improvement plan
  • Ensures our Vendor performances against defined SLA’s and KPI’s and takes action for potential breaches
  • Ensures service delivery is per agreed SLA’s by closely monitoring the status and providing regular updates and progress reports to senior management and the customer of any critical issues
  • Maintains a detailed knowledge of contracted service requirements (SLA’s, ..) and the potential business impact of service failures
  • Ensures performance of third parties against SLA targets from the Service perspective
  • Analyzes performance of team activities and documented solutions, identifies problem areas, devises and delivers solutions to enhance quality of service and to prevent future problems or repeat issues
  • Tracks and analyzes trends in Service Desk requests and generates statistical reports.


  • Team player and good autonomy
  • Capacity to work under pressure and manage stress
  • Proficiency in technical and economical aspect of the IT system
  • Good understanding of Bank Production Environment is strongly appreciated


  • English and French


  • A young & dynamic environment;
  • Clearly defined growth possibilities on multiple national and international projects;
  • Sopra Banking University foresees trainings available throughout the entire career;
  • Attractive financial package including interesting compensation & benefits such as an extended insurance package, a competitive salary and a range of employee benefits.

  • Placed on:Thu 29 June 2017
  • Location: Luxembourg - Capellen


For more information:
at the number: +32 2 777 45 92
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