Temenos Managed Services Lead

We are looking for a highly experienced and strategic Temenos Managed Services Lead with over 15 years of experience in IT operations and core banking systems management. The ideal candidate will be responsible for leading a dedicated support team that provides end-to-end L1 through L3 support for Temenos Core Banking solutions. This role demands a strong operational focus to ensure seamless daily functioning of core banking applications, while driving innovation and continuous improvement to meet evolving business needs and maintain exceptional service standards.

Key Responsibilities:

• Leadership & Team Management: Provide strong leadership, mentorship, and direction to a multi-level support team (L1-L3) responsible for Temenos Core Banking system operations. Foster a collaborative and high-performance culture focused on delivering exceptional service and operational excellence.
• Operational Oversight: Ensure flawless execution of day-to-day activities, including Close of Business (COB) processing, batch job scheduling, and system health monitoring. Proactively identify and resolve operational bottlenecks to maintain uninterrupted banking services.
• Incident, Problem, and Change Management: Take ownership of the end-to-end incident lifecycle by coordinating rapid response and resolution efforts for any service disruptions. Lead root cause analysis for recurring issues and implement effective problem management strategies. Oversee change management processes to ensure that system updates, patches, and enhancements are delivered smoothly without impacting business continuity.
• Client Relationship Management: Act as the primary interface with clients and stakeholders, providing timely and transparent communication regarding system status, incident progress, and escalation handling. Conduct regular service review meetings to present performance metrics, discuss challenges, and align on continuous improvement initiatives.
• Continuous Improvement & Automation: Champion initiatives aimed at automating repetitive tasks and optimizing existing processes within the Temenos environment. Leverage industry best practices and emerging technologies to enhance system performance, reduce manual effort, and improve operational resilience.
• Cross-Functional Collaboration: Work closely with Temenos product specialists, infrastructure teams, and other internal stakeholders to troubleshoot complex technical issues, plan system upgrades, and implement new functionalities that meet business requirements.
• Compliance & Governance: Ensure all operational activities comply with ITIL standards, internal policies, and regulatory requirements. Maintain thorough documentation of processes, incidents, and changes to support audit readiness and governance.

Qualifications:

• A minimum of 15 years of progressive experience in IT operations, with a strong focus on core banking systems support and managed services.
• Extensive hands-on experience with Temenos Core Banking systems, including operational management and incident resolution across multiple support levels (L1-L3).
• Proven track record of leading and developing high-performing technical support teams within banking or financial services environments.
• Deep understanding of IT service management frameworks such as ITIL, with demonstrated experience in incident, problem, and change management.
• Exceptional communication and interpersonal skills, capable of managing client relationships, conducting service reviews, and handling escalations diplomatically.
• Strong analytical and problem-solving skills, with a proactive approach to driving automation and process improvement initiatives.
• Ability to collaborate effectively across multiple teams, including product experts, infrastructure, and business stakeholders.
• Relevant certifications such as ITIL, PMP, or Temenos-specific training will be an advantage.