Insight-Driven Service Delivery Leader

cmcmarkets

Greater London

On-site

GBP 70,000 - 90,000

Full time

10 days ago

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Job summary

CMC Markets is seeking a Service Delivery Manager to establish an insight-led approach to service delivery and reporting across our network of partners and intermediary clients. You will shape frameworks, reporting standards and governance that support both client-facing and internal reporting.

Working with Technology, Legal, Relationship Management and wider teams, you will translate data into clear, actionable insight and drive automation, data quality improvements and recurring reporting,

Qualifications

Minimum of 5 years' experience in Service Delivery or ITSM in financial services, SaaS, or managed service environments.
Strong knowledge of ITIL principles, SLA management and service governance processes.
Proven ability to prepare executive-level and customer-facing reports.

Responsibilities

Define and maintain consistent SLA frameworks across partners and intermediary clients.
Collaborate with Technology, Legal and Relationship Management teams on SLA design, updates and reporting.
Produce accurate recurring service reports for internal leadership, governance forums and customers.
Improve data quality, reporting automation and governance processes across the department.
Act as the primary link between the department and the Relationship Management team on service performance and delivery.
Provide service reports, insights and support for customer-facing discussions and governance meetings.
Coordinate contractual deliverables such as attestations, reports and other documentation.
Oversee service performance risks and drive improvements through trend analysis and escalation.