Service Delivery Manager

Job description

Role Overview We are looking for an experienced Service Delivery Manager to own end‑to‑end service delivery for our customers within a fast‑paced fintech environment. You will be responsible for leading service operations, acting as a senior escalation point for customers, coaching Service Analysts, and driving operational excellence across Incident, Problem and Change Management. The role works closely with the Head of Service Management and cross‑functional teams to optimise service performance, improve ways of working, and ensure we consistently meet customer SLAs. This role requires strong customer engagement, calm leadership during high‑pressure incidents, and a proactive mindset focused on continuous service improvement. Key Responsibilities Act as the primary escalation point for customers across incidents, service requests and operational issues, ensuring timely resolution and clear accountability. Lead Major Incidents end‑to‑end, coordinating internal teams and third‑party providers through to resolution. Own customer communications during incidents, providing clear, accurate and timely updates to maintain confidence and transparency. Coach, mentor and support Service Analysts, improving investigation quality, incident ownership and customer communication standards. Ensure consistent application of Incident, Problem and Change Management processes in line with ITIL best practices. Lead Root Cause Analysis (RCA) activities, ensuring corrective and preventative actions are clearly defined, owned and driven through to completion. Support and coordinate Change activities, including risk assessment, internal alignment and customer notifications. Work closely with the Head of Service Management to optimise service processes, tooling and operational maturity. Drive continuous improvement initiatives by analysing incident trends, service data and customer feedback. Ensure service teams fully understand customer SLAs and operational commitments and actively manage adherence to those SLAs. Monitor service performance, proactively identify risks to service levels and implement mitigation actions. Conduct regular Service Review Meetings with customers, covering incidents, service performance, trends and improvement plans. Build strong, trusted relationships with customer stakeholders and act as a key service partner. Collaborate with Engineering, Product, Infrastructure and external vendors to improve system reliability and service quality. Essential Requirements Proven experience in a Service Delivery Manager or senior service operations role within software, SaaS or managed services environments. Strong working knowledge of ITIL processes, including Incident, Problem and Change Management (certification preferred). Demonstrated experience leading Major Incidents and managing executive‑level and customer escalations. Strong customer communication and stakeholder management skills, including running Service Review Meetings. Experience coaching and developing service or support teams. Ability to work calmly and decisively under pressure in high‑impact situations. Strong organisational and coordination skills across multiple teams and priorities. Desirable Experience in fintech or financial services environments. Exposure to global service operations and working across regions and time zones. Experience working with third‑party vendors and external service providers. Strong data and reporting mindset, with experience using service metrics to drive improvement. ITIL certification or other relevant service management qualifications. WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.