Service Delivery Manager
Core
Primary liaison between clients and internal teams, overseeing service delivery performance, managing escalations, and ensuring contractual obligations and service levels are met for a portfolio of key clients.
Role type
Service Delivery Manager
Builds
Service delivery performance and client satisfaction for key clients
Domain
Wealth management technology / Financial services
Deliverable
client delivery
Required skills
Client relationship management, Stakeholder management, Service level agreement (SLA) monitoring, Incident management, Problem management, Contract management, Strategic reporting, Cross-functional collaboration
Preferred skills
Commercial awareness, Business judgement, Solutions-oriented problem solving, Influence and negotiation, Organizational skills
Technologies
Wealth management platforms, Operational processes
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
Mid-Senior, hands-on IC