Job Role-Sophis – Service Delivery Manager

Location - Brussels, Belgium

Experience Level- 10 + Years

Job Description-

Key Responsibilities

Service Governance

- Own overall service delivery for Sophis across Dev, UAT, and Production environments
- Define, track, and report on SLAs, OLAs, and KPIs for platform availability, incident resolution, and change success
- Chair regular service review meetings with business stakeholders and technology leads
- Maintain the service catalog, escalation matrix, and RACI for Sophis support

Incident, Problem & Change Management

- Own major incident management (MIM) for P1/P2 Sophis outages — coordinate war rooms, drive resolution, manage stakeholder communication
- Drive root-cause analysis and problem management to reduce recurring incidents
- Chair or govern the Change Advisory Board (CAB) process for Sophis changes, upgrades, and patching
- Ensure implementation plans, rollback plans, and runbooks are in place and reviewed before production changes

Vendor & Stakeholder Management

- Manage the relationship with Murex/Sophis vendor support — escalations, defect tracking, contract/SLA adherence
- Coordinate across application support, infrastructure, database, network, security, and cloud teams to ensure end-to-end service delivery
- Act as primary liaison to trading desks, risk, and operations leadership on platform issues, planned changes, and roadmap

Continuous Improvement & Risk

- Drive capacity planning and lifecycle management (patching, upgrades, EOL/technology refresh) in coordination with infra and platform teams
- Own DR/BCP planning and testing cadence for the Sophis platform
- Identify service risks and drive remediation plans; maintain risk/issue logs




- Lead post-incident reviews and ensure lessons learned are embedded into process

Reporting & Documentation

- Produce regular service delivery reports/dashboards for senior stakeholders
- Maintain operational documentation, knowledge base, and support procedures
- Track and report on audit and compliance requirements relevant to platform operations

Required Skills & Experience

- 10+ years in IT service delivery, service management, or production support leadership roles within capital markets/financial services
- Experience managing service delivery for trading/risk platforms (Sophis, Murex, Calypso, Summit, or similar)
- Strong ITIL foundation — incident, problem, change, configuration, and capacity management (ITIL certification preferred)
- Proven experience running major incident management and CAB/change governance
- Experience managing vendor relationships and SLAs (Murex/Sophis vendor experience a plus)
- Working knowledge of Sophis architecture, environments, and dependencies (functional and infrastructure level)
- Familiarity with infrastructure operations — patching, upgrades, migrations, DR/failover testing
- Strong stakeholder management skills — comfortable engaging traders, risk managers, CTO/COO-level stakeholders, and technical teams
- Excellent communication, reporting, and executive presentation skills

Nice to Have

- ITIL v4 certification
- Experience with service management tools (ServiceNow, ITSM platforms)
- Understanding of capital markets products (FX, Rates, Equities, Fixed Income, Derivatives)
- Exposure to regulatory/compliance reporting tied to platform operations
- Background in both application (functional) and infrastructure (platform) support, bridging the two disciplines

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📌 Sophis – service delivery manager (España)
🏢 HCLTech
📍 España