Service Delivery Manager-1

STATE STREET CORPORATION; Burlington; On-site; USD 70,000 - 115,000; Full time

Job summary

An innovative financial services firm is seeking a Pod Lead to enhance client relationships and oversee operational processes. This role is pivotal in driving service excellence and continuous improvement, ensuring that key strategic clients receive top-notch support. With a focus on data analysis and process enhancement, you'll collaborate with various teams to optimize service delivery. Join a forward-thinking company committed to client satisfaction and operational excellence, where your leadership and analytical skills will make a significant impact on business growth and client success.

Benefits

Comprehensive benefits

Development programs

Community engagement opportunities

Qualifications

• 8+ years of experience in financial/software services, preferably with financial market systems.
• Strong analytical skills and experience in SaaS environments.

Responsibilities

• Monitor and maintain service levels impacting client relationships.
• Collaborate with teams to ensure effective client lifecycle management.

Skills

Analytical Skills

Client Management

Leadership

Process Improvement

Financial Market Systems

Education

Bachelor in Business

Bachelor in Economics

Bachelor in Finance

Tools

ServiceNow

Salesforce

Job description

Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm operating as part of State Street. It is integral to the Alpha product set. Customers include top investment management, wealth management, banking, and insurance firms. The Pod Lead role enhances long-term relationships with customers through daily control and continuous review of operations and support processes.

Role and Responsibilities

This new role supports the growth and complexity of our business. It is critical for monitoring and maintaining service levels and approaches, impacting client relationships and business growth through ongoing review and improvement of CRD’s operations, especially for key strategic clients.

The Pod Lead will collaborate with Global and Regional Heads of Delivery to ensure operational control gates are observed and risks escalated appropriately. The role also involves working with the On-Boarding and Upgrade teams, Client Management, and the Global Operations Centre to ensure process adherence and effective client lifecycle management.

This position includes responsibility for process improvement based on data analysis, enhancing internal and external reporting, and ensuring platform availability and support services.

Key Tasks

1. Ensure end-to-end daily reporting through batch reporting.
2. Define, monitor, and analyze KPIs, identifying improvements.
3. Manage SaaS deployments and understand various modules and data platforms.
4. Oversee product integration, batch processes, and start-of-day readiness.
5. Support planning, priorities, and issue management organization-wide.
6. Manage client environments and change communications.
7. Operate as the Operations Channel into Executive Management, providing daily updates and escalation targets.
8. Lead business recovery management, incident mobilization, and major incident processes.
9. Identify chronic issues, recommend improvements, and build business cases for actions.
10. Build and analyze reports for stakeholders.
11. Enhance support case hygiene and incident review processes.

General Requirements

• Minimum 8 years of experience in financial/software services, preferably with financial market systems.
• Experience in SaaS environments with focus on Service Management.
• Strong analytical skills, experience with ServiceNow, Salesforce, and process improvement.
• Leadership experience, ability to motivate teams under pressure.
• Client management skills, knowledge of financial instruments, and technical architecture understanding.
• Educational background in Business, Economics, Finance, or related fields.

About State Street

State Street is a leading custodian bank, asset manager, and provider of investment services, committed to innovation and client service. We foster an inclusive environment with comprehensive benefits, development programs, and community engagement.

Salary Range: $70,000 - $115,000 annually, depending on location and experience.