Service Delivery Manager
Core
Primary liaison and escalation point for key clients, overseeing service delivery performance, SLAs, and complex issue resolution for a wealth management technology platform.
Role type
Senior Service Delivery Manager
Builds
Exceptional service experience and long-term client satisfaction for a portfolio of key financial institutions
Domain
Financial Services / Wealth Management Technology
Deliverable
client delivery
Required skills
Client relationship management, Stakeholder management, SLA monitoring, Incident management, Problem management, Contractual obligation management, Strategic reporting, Commercial awareness
Preferred skills
Trusted advisor mindset, Solutions-oriented problem solving, Cross-functional collaboration, Operational efficiency identification
Technologies
Wealth management platforms, Risk management systems, Operational technology stacks
Responsibilities
Act as primary day-to-day relationship manager for key clients; Monitor and oversee service level performance ensuring SLAs are achieved; Chair and lead regular client governance forums and service reviews; Serve as main escalation point for high-priority issues; Manage critical platform incidents and problem management activities; Build partnerships across Operations, Production Support, Risk and Technology teams; Identify opportunities for service improvements and operational efficiencies; Support commercial objectives by understanding client contracts and milestones.
Seniority
Senior, hands-on IC