Service Delivery Manager

About the Opportunity

TitleService Delivery Manager

DepartmentEnterprise Infrastructure Services

LocationTBC

Reports ToTBD

Level6

We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this By working together - and supporting each other - all over the world. So, join our Enterprise Infrastructure Team and feel like you're part of something bigger.

Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

The Enterprise Service Management team is part of Enterprise Infrastructure and provides vital management of services delivered across the organization. The IT Service Delivery Manager is a strategic professional responsible for overseeing the efficient and effective delivery of IT services within the organization.

Responsibilities include:

• Establish and maintain strong relationships with internal clients, serving as the primary point of contact for all service-related matters
• Oversee the delivery process, understanding existing and new requirements and ensuring services are delivered on time and to the required standard
• Communicate effectively with internal and external stakeholders, providing updates on service delivery performance through reporting and leading Monthly and Quarterly service reviews.
• Understand existing intercompany service agreements contribute to those agreement structures and ensure any changes are reflected and agreed by relevant parties
• Provide leadership on service management best practices across SME groups involved in delivering services, and develop and implement continuous improvement plans across these areas
• Understand regulatory needs for service management and ensure services, measurement, reporting, SLAs, KPIs etc are aligned with those requirements. Drive data quality improvements relating to services
• Provide clear leadership, direction and prioritization for external Supplier Relationship Managers where their services pertain to those intercompany delivered services
• Work with Fidelity internal entity risk leads regarding third party supplier reporting requirements
• Design, monitor and manage Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) in alignment with intercompany agreements, 3rd party service provisions, and customer needs
• Analyze performance data to identify trends, areas for improvement and to drive customer satisfaction
• Manage continual service improvement (CSI) register to ensure service improvement opportunities are recorded and actioned.

You will have a good amount of experience as a service delivery manager or similar role, enjoy building relationships with your customers and key internal stakeholders, and get great satisfaction from delivering customer-oriented results. You will enjoy analysing service statistics and data to provide high quality and insightful service reporting aligned to SLAs and KPIs as well as identifying and driving areas for improvement.

You will have experience of writing service agreements and measuring and improving service delivery to your customers. Experience of working within a financial services regulatory framework would be beneficial (such as DORA), as would 3rdparty (vendor) management, and relevant certifications such as business management, ITIL, Institute of Customer Service and experience of working with data management / reporting tools such as PowerBI or ServiceNow.

Feel rewarded

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work - finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visitcareers.fidelityinternational.com.

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.