Service Delivery Manager - Pod Lead, Charles River Development, Vice President

State Street; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading financial software and services firm is seeking a Pod Lead to enhance operations and client relationships. The role involves process improvement, data analysis, and collaboration with various teams to ensure service excellence. Candidates should have substantial experience in financial services and strong leadership skills.

Qualifications

• Minimum 8 years in Financial/Software Services.
• Experience in Service Management and SaaS environments.
• Proven leadership in technical teams.

Responsibilities

• Ensure batch reporting and KPI monitoring.
• Manage change communications and operational updates.
• Drive process improvements and build business cases.

Skills

Analytical skills

Client management

Process improvement

Communication skills

Education

Bachelor’s Degree in Business Management, Economics, Finance, Computer Science

Tools

ServiceNow

Salesforce

SQL

Job description

Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm operating as part of State Street, integral to the Alpha product set. Customers include top investment management, wealth management, banking, and insurance firms.

Role and Responsibilities

This role supports the growth and complexity of our business, ensuring service levels are maintained, and relationships with clients are strengthened through continuous review and improvement of CRD’s Operations, especially for key strategic clients.

The Pod Lead collaborates with Global and Regional Heads of Delivery to ensure operational control gates are observed, escalating risks as needed. The role also works with On-Boarding, Upgrade teams, Client Management, and the Global Operations Centre to ensure process adherence and effective client lifecycle management.

Key responsibilities include process improvement based on data analysis, reporting enhancements, and ensuring platform availability.

Key Responsibilities

1. Ensure batch reporting and KPI monitoring, identifying improvements.
2. Support planning, issue management, and client environment ownership.
3. Manage change communications and operational updates to executive management.
4. Lead Business Recovery Management and incident response for major issues.
5. Drive process improvements and build business cases for recommended actions.
6. Analyze data to generate reports for stakeholders and improve case response times.
7. Oversee Incident Management and ensure follow-ups and reviews.

General Requirements

• Minimum 8 years in Financial/Software Services, with experience in Service Management and SaaS environments.
• Strong analytical skills with experience in ServiceNow and Salesforce.
• Proven leadership in technical teams and process improvement.
• Client management experience, especially with senior management.
• Knowledge of financial instruments and technical architectures, including SQL and web services.
• Excellent communication and customer service skills.

Qualifications

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