Service Delivery Manager

Overview

In this newly created role, you will establish consistent, insight-led service delivery and governance across partners and intermediary clients. You’ll shape frameworks, reporting standards, and how we measure and improve performance, coordinating across Technology, Legal, Relationship Management and other teams. You translate multi-source data into clear insights and support governance forums and customer discussions. You’ll drive data quality, automation, and streamlined reporting to deliver trusted service performance insights.

Responsibilities

• Define and maintain consistent SLA frameworks across partners and intermediary clients
• Collaborate with Technology, Legal, and Relationship Management on SLA design, updates, and reporting
• Produce accurate recurring service reports for internal leadership, governance forums, and customers
• Improve data quality, reporting automation, and governance processes across the department
• Act as the primary link between the department and the Relationship Management team on service performance and delivery
• Provide service reports, insights, and support for customer-facing discussions and governance meetings
• Coordinate contractual deliverables such as attestations, reports, and other documentation
• Oversee service performance risks and drive improvements through trend analysis and escalation

Key requirements

• Minimum of 5 years’ experience in Service Delivery, IT Service Management, or related roles within financial services, SaaS, or managed service environments
• Strong knowledge of ITIL principles, SLA management, and service governance processes
• Demonstrated experience in preparing executive-level and customer-facing reports
• Excellent communication and presentation skills with the ability to engage both technical and business stakeholders
• Proficiency with reporting and analytics tools such as Excel, Power BI and ThoughtSpot

• stakeholder management
• communication
• presentation
• ITIL principles
• SLA management
• reporting and analytics

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