Service Delivery Manager

TNS Inc.; Virginia (MN); Hybrid; USD 135,000 - 145,000; Full time

Benefits offered by this job

Medical and dental coverage

Life insurance

Paid holidays and vacations

401K plan with company match

Job summary

TNS is seeking a Service Delivery Manager to lead client engagements with financial services firms, overseeing daily operations and reporting. You will cultivate relationships from end users to executives, ensuring top-tier service and measurable value from the partnership.

In this role, you will drive continuous improvement, coordinate cross-functional teams, and advocate for clients to enhance product adoption and retention.

Qualifications

• 2+ years in Service Delivery, Client Success, Account Management, Project Management or related client-facing role.
• Demonstrated customer-first mindset with a passion for delivering exceptional client outcomes.
• Strong relationship management with senior stakeholders and executive sponsorship.
• Self-motivated, proactive, and able to navigate a fast-paced, dynamic environment.
• Excellent written, verbal, and presentation communication skills.

Responsibilities

• Manage client engagements throughout the service delivery lifecycle and ensure a positive client experience.
• Foster relationships with clients at all levels, including senior decision-makers and executives.
• Ensure high-quality service delivery and operational performance aligned with standards and procedures.
• Monitor, analyze, and report service delivery metrics to drive improvement and satisfaction.
• Coordinate resolution of client inquiries, issues, and delivery-related projects.
• Develop understanding of client objectives and product requirements to maximize value.
• Identify opportunities to improve service, adoption, and reduce downtime.
• Partner with Sales, Product, and Support to demonstrate value and growth opportunities.
• Stay current on industry trends, financial markets, and product enhancements.
• Capture client feedback to influence operational improvements and future development.
• Act as a trusted advisor promoting long-term partnership, retention, and success.

Skills

Financial services

Client success

Account management

Project management

Relationship management

Communication

Analytical thinking

Job description

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

A career as a Service Delivery Manager offers the opportunity to build and maintain strong relationships with some of the world's leading financial services organizations while overseeing daily client engagement, operational performance, and service delivery reporting.

Customer success is at the heart of everything we do, and you will play a key role in ensuring clients receive exceptional service, trusted advice, and measurable value from our partnership.

This position is critical to client retention, leveraging your financial services expertise and relationship management skills to deliver outstanding outcomes.

If you enjoy collaborating with both internal and external stakeholders, thrive in a high-performing environment, and are motivated by solving complex challenges for clients, you will be successful in this role.

Responsibilities

• Manage client engagements throughout the service delivery lifecycle, ensuring a seamless and positive client experience.
• Foster strong relationships with clients at all levels, from daily users through to senior decision-makers and executive stakeholders.
• Ensure high-quality service delivery and operational performance in line with established standards, policies, and procedures.
• Monitor, analyze, and report on service delivery metrics, driving continuous improvement and client satisfaction.
• Coordinate and support the resolution of client inquiries, service issues, and delivery-related projects.
• Develop a deep understanding of client business objectives, operational priorities, and product requirements to deliver maximum value.
• Proactively identify opportunities to improve service, increase product adoption, reduce client downtime, and enhance the overall client experience.
• Partner closely with Sales, Product, and Support teams to demonstrate value, strengthen client partnerships, and identify opportunities for growth.
• Maintain a strong understanding of industry trends, financial markets, and product enhancements to effectively support client needs.
• Capture and advocate for client feedback, helping drive operational improvements and influence future product development.
• Act as a trusted advisor to clients, promoting long-term partnership, retention, and success.

Qualifications

Required Skills & Experience

• Working knowledge of financial services, capital markets, or related financial technology sectors.
• Minimum of 2 years' experience in Service Delivery, Client Success, Account Management, Project Management, or a related client-facing role within financial services, fintech, or technology.
• Demonstrated customer-first mindset with a passion for delivering exceptional client outcomes.
• Strong relationship management skills with the ability to engage and influence stakeholders at all levels, including senior decision-makers.
• Self-motivated and proactive, with a willingness to seek solutions and continuously expand knowledge and expertise.
• Comfortable working within a fast-paced, dynamic, and occasionally ambiguous environment.
• Strong analytical and problem-solving capabilities, with the ability to identify issues, manage risks, and drive resolution.
• Excellent written, verbal, and presentation communication skills.
• Strong organizational skills with the ability to manage multiple workstreams, stakeholders, priorities, and deliverables simultaneously.
• Proficiency with Microsoft Office and common business productivity tools.
• Strong documentation, reporting, and service governance skills.
• PMP, PRINCE2, Agile, or equivalent project management certification is highly desirable.
• Alternatively, candidates with significant practical experience leading client-facing projects, service delivery initiatives, or operational improvement programs within a financial services or technology environment will also be considered.

For this role, we anticipate paying $135,000 - $145,000 annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location.

• TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.

We are proud to offer competitive salaries and benefit packages, and due to the global nature of our business we can offer opportunities to relocate to different locations, if your personal circumstances change.

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

With employees based in 21 countries around the world, TNS is a leading global provider of data communication and interoperability services to diverse industries, such as retail, banking, payment processing, telecommunications and the financial markets. TNS' services extend to over 60 countries and we deliver mission critical solutions to many Fortune 500 companies. TNS employees play a vital role in the delivery of our services and we recognize them as our most valuable asset.