Service Delivery Manager (Fintech)

TL;DR

Service Delivery Manager (Fintech): Ensuring IT services are delivered reliably and predictably across the technology estate with an accent on operational readiness, service resilience, and stakeholder management. Focus on leading service introduction, managing capacity and recovery plans, and driving continuous service improvement based on performance data.

Location: Bristol (Harbourside), Hybrid (3 days in office). Unable to provide employment sponsorship

Company

UK's number 1 investment platform for private investors, helping clients save time, tax and money on their investments for over 40 years.

What you will do

• Own end-to-end service delivery for assigned services across heritage and cloud environments.
• Lead Service Introduction and Operational Readiness to ensure services meet ownership, support, and resilience requirements before going live.
• Maintain oversight of service capacity management to identify risks and ensure scalability to meet business needs.
• Oversee technical resilience and recovery plans, executing disaster recovery and resilience testing on a scheduled basis.
• Manage service performance against SLAs, OLAs, and KPIs through regular reviews with internal teams and third-party suppliers.
• Coordinate business-facing communications during Major Incidents and participate in on-call and out-of-hours cover.

Requirements

• Proven experience delivering and managing IT services in complex, business-critical environments.
• Strong stakeholder management skills to build relationships with business leaders, technical teams, and suppliers.
• Hands-on experience with Service Introduction and transition into live services.
• Solid understanding of ITIL/ITSM practices, including Service Level, Incident, Problem, Change, Capacity, and Continuity Management.
• Experience supporting Major Incidents and senior stakeholder communications.
• Must have the right to work in the UK; sponsorship is not available.

Culture & Benefits

• Discretionary annual bonus and annual pay review.
• 25 days holiday plus bank holidays and an additional Christmas closure.
• Pension scheme with employer contributions up to 11%.
• Private medical insurance, health care cash plans, and a health screening programme.
• Wellness support via Help@hand (mental health counselling) and Wellhub (fitness and wellness).
• On-site amenities including an in-house barista and deli with subsidised options.

Hiring process

• Two-stage interview process: an initial call followed by competency and scenario-based questions.