- Build and grow the Connectivity Services team
- Increase team capacity and capability to accelerate client onboarding
- Scale production support to deliver 24/5 coverage
- Build repeatable, scalable processes across all clients
- Establish a continuous improvement culture by monitoring SLAs and operational metrics
- Manage third-party engagements, vendors, and partners
- Act as the senior escalation point for client issues
- Support commercial pipeline development with connectivity scope, feasibility, and delivery input
- Collaborate with Product Management on the connectivity solution roadmap
- Manage people, budget, and time to deliver outcomes on schedule and within budget
- Identify, assess, and mitigate delivery and team-performance risks
- Report directly to the Head of SMBS Value Stream as a member of the Leadership Team

Requirements

- 10+ years of experience delivering services to clients consuming mission-critical enterprise software
- People leadership experience and proven success building and scaling high-performing teams
- Domain experience in capital markets and the Buy Side ecosystem
- Experience managing production support operations, ideally with extended-hours or shift-based coverage
- Proven experience designing and implementing repeatable, standardized operational processes across a client base
- Experience managing third-party/vendor relationships and engagements




- Ability to operate as a senior escalation point for client-facing issuesExperience collaborating with Commercial, Product Management, and Operations functions
- Solid understanding of the technology industry and SaaS fundamentals
- Technical fluency in integration methods and messaging protocols is an added advantage
- Well-developed analytical and problem-solving skills
- Strong collaborative skills; highly motivated and result-oriented

Core Competencies

Demonstrates extensive experience in building and scaling high-performing teams within the capital markets domain, while effectively managing production support operations and third-party vendor relationships. Proven ability to design and implement standardized operational processes that enhance client onboarding and service delivery.

Highest-signal resume keywords

- 10+ Years Experience In Client Services
- People Leadership Experience
- Production Support Operations Management
- Third-Party/Vendor Relationship Management
- Capital Markets Domain Expertise

ATS Optimization Keywords

Hard Skills

- Operational Process Design
- Client Onboarding
- SaaS Fundamentals
- Integration Methods
- Messaging Protocols

Soft Skills

- Analytical Skills
- Problem-Solving Skills
- Collaborative Skills
- Motivation
- Result-Oriented

Industry Keywords

- Capital Markets
- Buy Side Ecosystem
- Service Level Agreements
- Continuous Improvement Culture
- Client-Facing Issues

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📌 Head of Connectivity – Investment Management Platform (Milano)
🏢 Jobtailor
📍 Milano