Service Delivery Manager

CMC Markets; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

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

Working with Technology, Legal and Relationship Management, you will gather data from multiple sources, ensure accuracy, and turn it into clear, actionable insight.

Qualifications

• 5+ years of experience in Service Delivery, IT Service Management, or related roles within financial services, SaaS, or managed service environments.
• Strong knowledge of ITIL principles, SLA management, and service governance processes.
• Experience preparing executive-level and customer-facing reports.
• Excellent communication and presentation skills with the ability to engage both technical and business stakeholders.
• Proficiency with reporting and analytics tools such as Excel, Power BI and ThoughtSpot.
• Desirable experience managing multi-client or white-label service environments.
• Familiarity with regulated financial or trading environments.
• Experience in contract management or vendor governance.
• Experience in process automation or service reporting optimisation.

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

Skills

Service Delivery

ITIL principles

Executive reporting

Stakeholder communication

Analytics tools

Power BI

ThoughtSpot

Multi-client experience

Financial trading environments

Vendor governance

Tools

Excel

Power BI

ThoughtSpot

Job description

We are looking for a Service Delivery Manager to establish and lead a consistent, insight-led approach to service delivery and reporting across our network of partners and intermediary clients. This is a newly created role, giving you the opportunity to shape the frameworks, reporting standards and governance practices that support both client-facing and internal reporting, as well as how we measure, manage and improve service performance. Working across Technology, Legal, Relationship Management and wider business teams, you will bring together information from multiple sources, ensure the underlying data is accurate and meaningful, and turn it into clear, actionable insight. You will act as a trusted link between internal stakeholders and external partners, supporting service reviews, governance forums and customer-facing discussions. A key part of the role will be to develop a more holistic view of performance, improve how information is presented, and identify opportunities to strengthen data quality, streamline processes and automate recurring reporting wherever possible. This role will suit someone who combines strong service delivery and stakeholder management skills with the analytical judgement to understand what the data is telling us and communicate it with confidence.

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

KEY SKILLS AND EXPERIENCE

• Essential Minimum of 5 years’ experience in Service Delivery, IT Service Management, or related roles within financial services, SaaS, or managed service environments


• Strong knowledge of ITIL principles, SLA management, and service governance processes


• Demonstrated experience in preparing executive-level and customer-facing reports


• Excellent communication and presentation skills with the ability to engage both technical and business stakeholders


• Proficiency with reporting and analytics tools such as Excel, Power BI and ThoughtSpot


• Desirable Experience managing multi-client or white-label service environments


• Familiarity with regulated financial or trading environments


• Working knowledge of contract management or vendor governance


• Experience in process automation or service reporting optimisation

CMC Markets is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

CMC Markets is one of the world’s first ever fin-tech companies and was launched in 1989 to break down the barriers of financial trading and make trading accessible to everyone. Our mission is to use our award-winning, Next Generation trading platform and unparalleled client service to empower millions of people to have the best trading experience out there. Our clients can trade on thousands of instruments using the best technology, supported by sophisticated charting, competitive pricing and automated execution. We're trusted by investors globally, but also by banks, brokers, funds and trading desks though our top-tier liquidity institutional offering, enabling these businesses to expand into new markets and increase revenue potential. We were recently listed on the FTSE250, and our business continues to go from strength to strength as we continue to invest in our technology and our people.