Service Delivery Manager-2

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

Job summary

An innovative financial software and services firm is seeking a Pod Lead to enhance customer relationships and oversee operational processes. This pivotal role involves collaborating with global teams to monitor service levels and implement process improvements. The ideal candidate will have extensive experience in service management within a SaaS environment, showcasing strong analytical skills and a customer-oriented approach. Join a dynamic team that values work-life balance and diversity, while contributing to a leading player in the financial services industry.

Benefits

Comprehensive benefits

Work-life balance support

Diversity and inclusion initiatives

Qualifications

• 8+ years in financial/software services industry with SaaS experience.
• Strong analytical skills and leadership in technical teams.

Responsibilities

• Ensure end-to-end daily reporting and monitor KPIs for improvements.
• Manage SaaS deployments and oversee client environments.

Skills

Analytical Skills

Service Management

Process Improvement

Client Management

Education

Bachelor’s Degree in Business Management

Bachelor’s Degree in Economics

Bachelor’s Degree in Finance

Bachelor’s Degree in Computer Science

Bachelor’s Degree in Engineering

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 of, and continuous review and improvement of, our operations and support processes.

Role and Responsibilities

This new role supports the growth and complexity of our business. It is critical to ensure our service levels are monitored and maintained, impacting client relationships and business growth through continuous review and process improvements, especially for key strategic clients.

The Pod Lead will collaborate with Global and Regional Heads of Delivery to oversee operational control gates, ensuring project releases into live environments are controlled and risks escalated appropriately. They will work with onboarding, upgrade teams, client management, and global operations to ensure process adherence, measurement, and client lifecycle management. The role also involves identifying process improvement opportunities, enhancing reporting, and working closely with the Global Operations Centre to ensure platform availability.

Key Tasks Include:

• Ensure end-to-end daily reporting, including batch reporting.
• Define, monitor, and analyze KPIs; identify improvements based on data.
• Manage SaaS deployments, understand modules, and support data platform/services and product integration.
• Oversee batch processes, start-of-day readiness, and support planning and issue management.
• Manage client environments, change communications, and operations reporting to executive management.
• Lead incident management, drive priority incidents for key clients, and participate in process improvements.
• Build and analyze reports for internal and external stakeholders, improve case hygiene, and support incident reviews.

General Requirements

• Minimum 8 years in financial/software services industry, with experience in services/SaaS environments focusing on service management.
• Strong analytical skills, experience with ServiceNow and Salesforce, leadership in technical teams, and process improvement expertise.
• Ability to partner across departments, face client management confidently, and understand technical architectures, databases, and messaging systems.
• Deadline-driven, customer service-oriented, with excellent communication skills.

Qualifications

• Bachelor’s Degree in Business Management, Economics, Finance, Computer Science, Engineering, or related fields.

About State Street

State Street is a leading custodian bank, asset manager, and asset intelligence company, providing investment servicing, data & analytics, research & trading, and investment management. We foster a great work environment with comprehensive benefits, support work-life balance, and promote diversity and inclusion.

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