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
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