Senior Service Delivery Lead – Institutional Clients

LGBT Great; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Northern Trust is seeking a Service Delivery Manager to oversee client delivery across IPS products, ensuring high-quality service and risk-aware outcomes for major institutional clients in the UK.

You will lead cross-functional teams, manage client expectations, and drive continuous improvement in reporting, analytics, and private markets solutions, engaging with senior stakeholders and supporting growth initiatives.

Qualifications

• Experience managing institutional investor relationships in a service delivery environment.
• Knowledge of investment operations, performance and analytical measurement, portfolio and risk analytics.
• Demonstrated ability to manage incidents, escalations, and complex client issues to successful resolution.
• Excellent organisational skills, with the ability to manage multiple priorities and deliver against tight deadlines.
• Experience leading projects and delivering change initiatives across cross-functional teams.
• Strong communication and stakeholder management skills, with the ability to engage effectively with senior internal and external stakeholders.

Responsibilities

• Lead complex client initiatives across IPS product lines, coordinating delivery and managing stakeholder expectations.
• Develop a deep understanding of clients' investment structures, operating models, and reporting requirements.
• Partner with clients and internal stakeholders to deliver solutions that balance client needs with operational and risk considerations.
• Build strong relationships with senior client stakeholders and key internal partners.
• Coordinate responses to complex client requests, ensuring timely and effective resolution.
• Manage client expectations, requirements, risks, and deliverables, driving proactive resolution of challenges and continuous service improvements.
• Prepare and manage executive-level reporting and escalations.
• Coordinate cross-functional teams and subject matter experts to deliver client outcomes.
• Translate client requirements into actionable delivery plans and oversee implementation.
• Support contract renewals, fee discussions, and commercial reviews.
• Contribute to client retention and revenue growth objectives.
• Coordinate incident management, root cause analysis, and corrective action plans.
• Support Market Expansion initiatives for IPS’s respective product lines

Skills

Institutional relationships

Investment analytics

Incident management

Organisational skills

Project leadership

Stakeholder management

Job description

Northern Trust is seeking a Service Delivery Manager to oversee client delivery across IPS products, ensuring high-quality service and risk-aware outcomes for major institutional clients in the UK.

You will lead cross-functional teams, manage client expectations, and drive continuous improvement in reporting, analytics, and private markets solutions, engaging with senior stakeholders and supporting growth initiatives.