Service Delivery Manager

CMC Markets; Ovingdean; On-site; GBP 65,000 - 105,000; Full time

Job summary

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

Working across Technology, Legal, Relationship Management and wider teams, you will consolidate data from multiple sources, ensure accuracy, and convert it into clear, actionable insights for governance forums

Qualifications

• 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.

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

Executive reporting

Communication

Reporting tools

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.

Key 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

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.