Service Delivery / Support Analyst

Application Support & Service Owner (EMEA) - Payment Messaging System Implementation

Introduction:

This is a key role within the London office of a leading international bank, supporting the EMEA region. The successful candidate will join the Payments & Compliance Application Support Team, working at the intersection of business and technology in a globally connected environment. The position offers the opportunity to take ownership of a system migration / implementation across multiple geographies, to ensure aligned service delivery and strategic planning. 

Key Responsibilities:

Service Ownership:

• Act as Service Owner during the migration between the new systems and provide service support post implementation.

• Ensure consistent application performance, availability, and operational stability.

• Maintain full change documentation and lead on release management, patches, and upgrades.

• Manage and support the current platform for exception and case management.

• Lead an RFP process to assess and transition to a more suitable vendor solution, aligned with evolving business and regulatory needs (including ISO20022 compatibility).

• Oversee the operation and tuning of the ACE Pelican toolkit, used to support automatic repair of payment messages.

• Work with the vendor to address gaps in message format support (e.g., pain.001) and ensure readiness for future industry standards.

• Drive improvements in Straight Through Processing (STP) performance across payment flows.

Stakeholder Engagement & Coordination:

• Collaborate closely with EMEA business teams to ensure applications meet operational objectives, including payment repair success rates.

• Align application strategies and support models with teams based in New York and other regions.

• Act as a conduit between IT delivery teams and business stakeholders to ensure transparency, mutual understanding, and delivery of business value.

Project & Vendor Management:

• Manage and deliver projects involving these two applications, including strategic enhancements and regulatory-driven changes.

• Maintain effective vendor relationships and lead discussions around contract terms, service expectations, and roadmaps.

• Engage with cross-functional IT teams, Compliance, and Operations for coordinated change delivery.

Candidate Profile:

• Experienced in working within the financial services or banking sector, ideally in an international and regulatory-focused environment.

• Comfortable working autonomously, while keeping management informed and escalating appropriately.

• Skilled in vendor management, including negotiating legal and commercial agreements.

• Effective communicator across business, technical, and geographical boundaries.

• Capable of working across cultural and regulatory landscapes within the EMEA region.

• Adept at supporting risk and issue management, including helping to define mitigation plans and tracking implementation.

• Provides essential administrative and operational support to the delivery function, including documentation management and project team logistics.

• Manages onboarding/offboarding of team members to ensure compliance and operational efficiency.