Service Delivery Manager
Core
Establish and lead a consistent, insight-led approach to service delivery and reporting across a network of partners and intermediary clients.
Role type
Service Delivery Manager
Builds
Service performance frameworks, reporting standards, governance practices, and automated reports for internal leadership and external clients.
Domain
Financial services / Managed services / SaaS
Deliverable
Dashboards & analysis
Required skills
SLA management, ITIL principles, service governance, executive-level reporting, data quality improvement, process automation, stakeholder engagement, trend analysis
Preferred skills
Multi-client or white-label service environment management, regulated financial or trading environment experience, contract management, vendor governance
Technologies
Excel, Power BI, ThoughtSpot
Responsibilities
Define and maintain consistent SLA frameworks; Collaborate with Technology, Legal, and Relationship Management teams on SLA design; Produce accurate, recurring service reports; Improve data quality and reporting automation; Act as the primary link between the department and Relationship Management; Provide insights for customer-facing discussions; Coordinate contractual deliverables; Oversee service performance risks and drive improvements.
Seniority
Mid-Senior, hands-on IC