Service Delivery Manager (Fintech)

TL;DR

Service Delivery Manager (Fintech): Own end-to-end service delivery for customers in a fast-paced fintech environment with an accent on leading service operations, incident management, and customer escalations. Focus on coordinating major incidents, coaching service analysts, driving root cause analysis, and ensuring SLA adherence through continuous improvement.

Location: London, London, City of (Hybrid)

Company

Fintech company delivering SaaS or managed services with a focus on operational excellence.

What you will do

• Act as primary escalation point for customers on incidents, requests, and issues, ensuring timely resolution.
• Lead major incidents end-to-end, coordinating internal teams and third-party providers.
• Own customer communications during incidents and conduct regular service review meetings.
• Coach and mentor service analysts to improve investigation quality and standards.
• Drive root cause analysis, change management, and continuous improvement initiatives using service data.
• Collaborate with cross-functional teams to optimize processes, tooling, and service performance.

Requirements

• Proven experience as Service Delivery Manager or senior service operations role in software, SaaS, or managed services.
• Strong knowledge of ITIL processes including Incident, Problem, and Change Management.
• Experience leading major incidents and handling executive/customer escalations.
• Strong customer communication, stakeholder management, and coaching skills.
• Ability to work calmly under pressure with strong organizational skills.

Nice to have

• Experience in fintech or financial services.
• Global operations across regions and time zones.
• Working with third-party vendors.
• Data-driven mindset with service metrics.
• ITIL certification.

Culture & Benefits

• Values diversity and encourages applications from diverse candidates.
• Fast-paced environment focused on customer SLAs and operational excellence.
• Collaborative cross-functional work with engineering, product, and infrastructure teams.