Service Delivery Manager

FNZ; City of Edinburgh; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in financial technology seeks a Service Delivery Manager to oversee service delivery and maintain key client relationships. The role requires strong operational knowledge and experience in investment operations, focusing on client satisfaction and KPI reporting.

Qualifications

• Experience in financial technology, investment operations, or asset management.
• Strong understanding of platform and infrastructure.
• Ability to work under high pressure.

Responsibilities

• Oversee service delivery and maintain client relationships.
• Ensure SLA and KPI compliance.
• Manage client profit and loss.

Skills

Client service

KPI reporting

Operational knowledge

Expectation management

Education

Degree with 2:1 classification or equivalent

Job description

Role Description

The Service Delivery Manager is responsible for overseeing service delivery and maintaining relationships with key clients daily. They promote excellence by ensuring client expectations regarding KPI reporting, meeting actions, and availability are met. The role involves close collaboration with the Head of Investment Operations and the Head of Service and Support, with direct access to Service Support analysts. The ultimate responsibility includes ensuring SLA and KPI compliance and reporting client issues, problems, and feedback to the Head of Service Delivery.

The key responsibilities include:

1. Adherence to SLA and KPI agreements
2. Client service and KPI reporting
3. Oversight of defect management
4. Gateway management
5. Main escalation point
6. Operational knowledge
7. Client governance participation
8. Commercial oversight and understanding of milestones
9. Expectation management with clients
10. Secondary coverage for other Service Delivery Managers

Experience Required

• Degree with 2:1 classification or equivalent
• Experience in similar roles within financial technology, investment operations, or asset management
• Strong understanding of platform, infrastructure, operational processes, and support functions
• Availability to ensure timely query resolution and escalation
• Ability to work under high pressure

Specific Role Responsibilities

Strategy

• Focus on client satisfaction
• Prioritize and deliver client service outcomes
• Manage client profit and loss
• Handle client sales, contracts, and commercial aspects
• Drive cashflow generation
• Act as the client and end customer champion at FNZ

Customer Implementation & Enhancement Projects

• Own existing customer relationships and service delivery
• Improve post-implementation oversight for quality delivery

Account Management

• Develop high-level relationships, ideally at C-level, within existing and potential customers
• Deliver world-class client relationships for successful strategic partnerships
• Manage growth within existing FNZ customers in the UK
• Utilize insights for proposition development, sales, and growth aligned with strategic account plans

Performance Assessment

Performance will be evaluated based on:

• Achievement of financial targets
• Progress towards 'road to value' objectives
• Customer KPIs
• Customer feedback in quarterly meetings
• Feedback from direct reports via 360 reviews and staff surveys

Formal feedback will be provided through quarterly business reviews and annual performance reviews.

About FNZ

FNZ aims to democratize wealth management, making investing accessible for all. We offer a comprehensive wealth management platform that combines modern technology with business and investment operations within a regulated environment. Partnering with over 650 financial institutions and 12,000 wealth managers, managing US$1.5 trillion in assets, we help over 20 million individuals invest in their future.