Strategic Service Delivery & Insights Lead

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

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.