Service Delivery Manager (Fintech)

TL;DR

Service Delivery Manager (Fintech): Ensuring high-quality IT services for Group Finance, building strong stakeholder relationships, and managing supplier performance. Focus on maintaining service schedules, monitoring KPIs for continual improvement, and ensuring compliance with Consumer Duty in a regulated financial environment.

Location: Onsite in Cardiff

Company

hirify.global (L&G) is a leading UK financial services group and major global investor safeguarding people’s financial futures since 1836.

What you will do

• Build trusted relationships with key business stakeholders and host regular service reviews.
• Manage supplier performance and ensure contractual SLAs are met.
• Maintain service schedules and monitor KPIs to drive continual improvement.
• Own and update the IT Service Catalogue to ensure accurate and accessible information.
• Network across IT and business teams to resolve issues and remove blockers.
• Communicate effectively and influence outcomes across technical and organisational boundaries.
• Collaborate on IT projects and changes, ensuring smooth service design and transition.
• Review changes for customer impact and ensure compliance with Consumer Duty.

Requirements

• ITIL V3/V4 Foundation certification (Managing Professional or Practitioner preferred).
• Strong knowledge of ITIL processes, service management principles, and Agile techniques.
• Proven experience in Service Delivery Management within financial or regulated environments.
• Ability to manage supplier performance and drive improvements against SLAs.
• Excellent communication and influencing skills across diverse audiences.
• Understanding of IT security, GDPR, and regulatory requirements.
• Experience in service design, transition, and embedding best practice processes.
• Strong stakeholder engagement skills and ability to build trusted relationships.

Culture & Benefits

• Opportunity to participate in annual performance-related bonus plan and valuable share schemes.
• Generous pension contribution and life assurance.
• Healthcare Plan (permanent employees only).
• At least 25 days holiday, plus public holidays, with options to buy and sell.
• Competitive family leave.
• Participate in electric car scheme (permanent employees only).
• Access to discounts for own products and high street stores.
• Welcoming, inclusive culture with opportunities for career development.
• Flexible working options available, including part-time, term-time, and job shares.