Service Delivery Manager

First Derivative; Belfast City District; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Private healthcare package

Employee Assistance Programme

Enhanced maternity and paternity

Wellness Days

Job summary

KX Ltd is hiring multiple Service Delivery Manager roles across Belfast, London, Dublin and Toronto. You will oversee enterprise customer service delivery, ensuring SLA/KPI adherence and timely resolutions while collaborating with support, engineering and product teams.

Prior experience with KX products such as KX Insights or KDB+/q is valued. The position follows a hybrid work model with opportunities to mentor teams and influence service strategy.

Qualifications

• Experience in service delivery, IT support, or technical account management.
• Familiarity with ITIL, incident response, RCA, and KPI/SLA management.
• Excellent communication and relationship-building skills with stakeholders.

Responsibilities

• Own end-to-end service delivery for enterprise customers.
• Ensure SLAs, KPIs, and customer expectations are met or exceeded.
• Serve as primary escalation point for service-related issues and drive timely resolution.
• Collaborate with technical support, engineering and product teams to drive improvements.
• Lead incident response, RCA, and service optimization initiatives.
• Develop and maintain relationships with enterprise clients and understand their needs.

Skills

Communication skills

Customer relationship building

Incident management understanding

SLA/KPI management

Mentoring others

Education

ITIL Foundation Certification

Tools

JIRA

ServiceNow

Job description

Our mission is to accelerate data and AI-driven innovation with high performance analytics solutions, enabling our customers to transform into AI-first enterprises. KX is trusted by the world's top investment banks & hedge funds, aerospace and defence, life and health sciences, semiconductor, telecommunications, and advanced manufacturing companies.

Time series and vector data analytics and management are at the heart of our products, independently benchmarked as the fastest on the market. They help our customers process data at unmatched speed and scale and empower LOB leaders, developers, data scientists, and data engineers to build high-performance data-driven applications and turbocharge their favourite analytics tools in the cloud, on premise, or at the edge.

KX technology enables the discovery of richer, actionable insights for faster, better-informed decision making which drives competitive advantage and transformative growth for our customers. KX operates across North America, Europe, and Asia Pacific.

Role Overview:

We are hiring Service Delivery Managers at various experience levels, from mid-level professionals to senior experts. In this role, you will oversee the delivery of technical support, managed services, and operational excellence for KX customers. You will act as the primary point of contact for key stakeholders, ensuring that SLAs, KPIs, and customer expectations are met or exceeded.

Experience with KX products, including KX Insights, KX Enterprise, or KDB+/q, is highly beneficial and will be prioritized in candidate selection.

Key Responsibilities:

• Own and manage the end-to-end service delivery process for enterprise customers.
• Ensure SLAs, KPIs, and customer expectations are met or exceeded.
• Act as the primary escalation point for service-related issues and ensure timely resolution.
• Collaborate with technical support, engineering, and product teams to drive service improvements.
• Manage incident response, root cause analysis (RCA), and continuous service optimization.
• Drive service reviews, reporting, and customer satisfaction initiatives.
• Develop and maintain strong relationships with enterprise clients, understanding their technical and business needs.
• Identify opportunities for service enhancements, automation, and efficiency improvements.
• Mentor junior team members and contribute to service strategy development (for senior-level candidates).

Required Skills & Experience:

We encourage applications from candidates with varying levels of experience, with responsibilities and expectations adjusted accordingly.

For Mid-Level Candidates:

• 3+ years of experience in service delivery, IT support, or technical account management.
• Understanding of incident management, change management, and problem resolution.
• Familiarity with ITIL frameworks, SLA/KPI management, and customer engagement.
• Strong communication and relationship-building skills.
• Experience with JIRA, ServiceNow, or other ITSM tools.

For Senior Candidates:

• 5+ years of experience in service delivery management for enterprise customers.
• Proven track record of driving service improvements, managing escalations, and leading high-profile accounts.
• Strong expertise in ITIL best practices, incident response, and service automation.
• Ability to mentor junior SDMs, optimize service processes, and drive strategic initiatives.

Preferred Qualifications (for all levels):

• Experience managing real-time data analytics, trading platforms, or mission-critical systems.
• Knowledge of cloud platforms (AWS, Azure, GCP) and DevOps practices.
• Familiarity with monitoring tools (Splunk, Prometheus, Grafana, etc.).

Location & Workplace Type:

This position takes on a Hybrid working model based in Toronto, Dublin, Belfast or London.

Why Choose KX?

Data Driven: We lead with instinct and follow fact.

Naturally Curious: We lean in, listen and learn fast.

All In: We take ownership, take on challenges and give it our all.

• Individually tailored training and skills development
• Private healthcare package and Employee Assistance Programme
• Enhanced maternity and paternity package
• Wellness Days and Volunteer Days

Job Info

• Job Identification 11260
• Job Category KX
• Job Schedule Full time
• Locations N/A, N/A, N/A, CA The Weaving Works, Belfast, BT2 8HD, GB 5, Cannon Green Building, London, EC4R 0AN, GB 1GQ, Dublin 2, D02 Y098, IE