Service Delivery Manager

Our client is a leading financial services organisation experiencing significant growth and transformation. With a strong focus on operational excellence and service quality, they are investing in enhancing their IT Service capability to support continued expansion.

The Role

The Service Delivery Manager will be responsible for the end-to-end management and oversight of IT Service Delivery, ensuring high-quality services are consistently delivered to business stakeholders and end users. Working closely with internal teams and third-party providers, this role focuses on service performance, governance, reporting, risk management and continuous improvement.

Key Responsibilities

• End-to-end Service Management and Performance Management
• Service Governance, reporting and assurance
• Monitoring SLAs, OLAs, KPIs and CSAT performance
• Managing operational relationships with Service Providers
• Acting as the key liaison between business stakeholders and providers
• Identifying risks and driving corrective actions
• Analysing performance trends and implementing service improvements
• Ensuring value for money across service delivery

Skills & Experience

• Strong understanding of ITIL and Service Management frameworks
• Experience managing third-party vendors
• Excellent stakeholder management and communication skills
• Strong analytical and problem-solving ability
• Highly organised with a proactive, delivery-focused mindset

Desirable:

• Experience in financial services
• Knowledge of Lean, Agile or DevOps
• ServiceNow experience
• Exposure to risk and controls environments

How to Apply:

If you are interested, please apply with your updated CV.