Service Delivery Manager | Edinburgh, UK

FNZ Group; City of Edinburgh; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in financial technology seeks a Service Delivery Manager to oversee client relationships and ensure service excellence. This role involves managing SLAs, KPIs, and client expectations while collaborating with various departments to enhance service delivery. Ideal candidates will have a degree and relevant experience in investment operations or asset management.

Qualifications

• Experience in a similar role within financial technology, investment operations, or asset management.
• Strong understanding of platform and infrastructure.
• Ability to work effectively in a high-pressure environment.

Responsibilities

• Ensure adherence to agreed SLA's and KPI's.
• Manage client relationships and service delivery.
• Drive post-implementation oversight improvements.

Skills

Client service

Operational knowledge

Expectation management

Defect management

High-pressure environment

Education

Degree (2:1 classification or equivalent)

Job description

Role Description

The Service Delivery Manager holds primary responsibility for the overall service delivery and relationship management with key client(s) on a day-to-day basis. The role involves promoting service excellence by ensuring client expectations regarding key performance indicator reporting, meeting actions, and availability are met. The Service Delivery Manager collaborates closely with the Head of Investment Operations and the Head of Service and Support, with direct access to the Service Support analysts. Ultimately, this role is accountable for ensuring SLA and KPI targets are achieved and for reporting all client issues, problems, and feedback to the Head of Service Delivery.

The key responsibilities include:

• Adherence to agreed SLA's and KPI's
• Client service and KPI reporting
• Oversight and control of defect management
• Gateway management
• Main escalation point
• Operational knowledge
• Client governance—attendance at all key forums
• Commercial oversight—understanding of milestones
• Expectation management—setting realistic client expectations
• Secondary coverage for other Service Delivery Managers

Experience Required

• Degree educated with a 2:1 classification or equivalent
• Experience in a similar role within financial technology, investment operations, or asset management
• Strong understanding of platform, infrastructure, operational processes, and support functions
• Accessible at all times to ensure timely query resolution, quick response to requests, and escalation of priority items
• Ability to work effectively in a high-pressure environment

Specific Role Responsibilities

Strategy

• Client satisfaction
• Prioritization and delivery of client service outcomes
• Client profit and loss management
• Client sales, contracts, and commercial activities
• Cash flow generation
• Advocating for the client and end customer at FNZ

Customer Implementation & Enhancement Projects

• Ownership of all existing customer relationships related to service delivery
• Driving post-implementation oversight improvements to ensure quality service delivery

Account Management

• Collaborate with Service Delivery Managers to build and develop high-level relationships (ideally at C-level) within existing and potential clients
• Deliver world-class client relationships to support successful operational and strategic multi-layered relationships
• Manage growth within the UK market through existing FNZ customers
• Utilize available insights to drive proposition development, sales, and growth in line with strategic account plans

Performance Assessment

Performance will be evaluated based on:

• Achievement of financial targets aligned with budgets
• Progress towards 'road to value' objectives
• Quantitative customer KPIs
• Qualitative customer feedback from quarterly meetings
• Qualitative feedback from direct reports via 360 reviews and staff surveys

Formal feedback will be provided through:

• Quarterly business reviews
• Annual performance reviews

About FNZ

FNZ is dedicated to democratizing wealth, enabling everyone to invest in their future on their terms. While the wealth management industry provides a solid foundation, complexity often acts as a barrier. We developed a growth platform to address this challenge, offering a global, end-to-end wealth management platform that integrates modern technology with business and investment operations within a regulated financial environment.

We partner with over 650 financial institutions and 12,000 wealth managers, managing US$1.5 trillion in assets under administration (AUA). Together, we serve over 20 million people across all wealth segments, helping them invest in their future.

Boost Your Career

Find thousands of job opportunities by signing up to eFinancialCareers today.

Finance & Accounting Operation Consulting