Service Delivery Manager

Service Delivery Manager

London, Hybrid

Fintech, SaaS

A highly experienced Service Delivery Manager is needed to join one of the world's biggest players in Financial software.

They're seeking an experienced Service Delivery Manager who can take full ownership of the customer service life-cycle. You’ll be responsible for ensuring clients receive consistently high-quality service, that performance targets are met, and that every interaction contributes to an exceptional customer experience.

In this role, you’ll become the main point of contact for customers once they’re live, developing trusted relationships and ensuring our services continue to support their operational objectives. You’ll collaborate closely with internal teams across support, product, consultancy, and engineering to champion customer needs and maintain a seamless service environment.

You’ll also oversee the delivery of service enhancements, small change requests, and ongoing improvements—coordinating activities, communicating clearly with stakeholders, and ensuring work is prioritised effectively.

This position blends service management, customer engagement, operational oversight, and light project coordination. It suits someone who thrives in a fast-moving environment, communicates with clarity, and is always looking for ways to elevate service quality.

Applicant requirements:

• Background in Service Delivery Management, ITSM, or similar roles in SaaS/enterprise tech
• Strong B2B relationship management experience, ideally in fintech or financial services
• Knowledge of ITIL and service level management (certification preferred)
• Experience supporting live customers and driving service improvements
• Skilled in incident/problem management and coordinating technical teams
• Strong analytical, communication, and stakeholder-management abilities
• Comfortable working in a dynamic, fast-changing environment

Responsibilities:

• Own end-to-end service delivery and SLA performance
• Monitor service metrics and produce clear performance reporting
• Act as main customer contact and escalation point
• Build strong relationships and run regular service reviews
• Drive continuous improvement and resolve issues quickly
• Identify risks and implement mitigation plans
• Ensure SLA and contract compliance
• Support billing and identify efficiency opportunities
• Coordinate enhancements, upgrades, and minor change requests