Service Delivery Manager

About your team

The Enterprise Service Management team is part of Enterprise Infrastructure and provides vital management of services delivered across the organization. The IT Service Delivery Manager is a strategic professional responsible for overseeing the efficient and effective delivery of IT services within the organization.

About your role
This role will be primarily responsible for understanding and managing a broad range of services delivered by the central group to other consuming (mostly European) entities. This is needed to ensure high quality and regulatory compliant services are delivered to our internal customers.

Responsibilities include:

• Establish and maintain strong relationships with internal clients, serving as the primary point of contact for all service-related matters
• Oversee the delivery process, understanding existing and new requirements and ensuring services are delivered on time and to the required standard
• Communicate effectively with internal and external stakeholders, providing updates on service delivery performance through reporting and leading Monthly and Quarterly service reviews.
• Understand existing intercompany service agreements; contribute to those agreement structures and ensure any changes are reflected and agreed by relevant parties
• Provide leadership on service management best practices across SME groups involved in delivering services, and develop and implement continuous improvement plans across these areas
• Understand regulatory needs for service management and ensure services, measurement, reporting, SLAs, KPIs etc are aligned with those requirements. Drive data quality improvements relating to services
• Provide clear leadership, direction and prioritization for external Supplier Relationship Managers where their services pertain to those intercompany delivered services
• Work with Fidelity internal entity risk leads regarding third party supplier reporting requirements
• Design, monitor and manage Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) in alignment with intercompany agreements, 3rd party service provisions, and customer needs
• Analyze performance data to identify trends, areas for improvement and to drive customer satisfaction
• Manage continual service improvement (CSI) register to ensure service improvement opportunities are recorded and actioned.

About you

You will have a good amount of experience as a service delivery manager or similar role, enjoy building relationships with your customers and key internal stakeholders, and get great satisfaction from delivering customer-oriented results. You will enjoy analysing service statistics and data to provide high quality and insightful service reporting aligned to SLAs and KPIs as well as identifying and driving areas for improvement.

You will have experience of writing service agreements and measuring and improving service delivery to your customers. Experience of working within a financial services regulatory framework would be beneficial (such as DORA), as would 3rdparty (vendor) management, and relevant certifications such as business management, ITIL, Institute of Customer Service and experience of working with data management reporting tools such as PowerBI or ServiceNow.