Job Description
A fast-growing London-based Managed Service Provider delivering high-availability IT services to boutique hedge funds, asset managers, and other financial institutions across the capital. We pride ourselves on exceptional client experience, operational maturity, and a service culture built around trust, responsiveness, and continuous improvement.
As we expand our financial-sector portfolio, we’re seeking a Service Delivery Manager who can own client relationships, drive service excellence, and ensure our technical teams consistently meet the high standards expected by regulated financial clients.
The Role
You’ll act as the primary point of accountability for service performance across a portfolio of financial-sector clients. This is a hands-on, relationship-driven role where you’ll combine operational oversight with strategic guidance, ensuring our services remain reliable, compliant, and aligned with client expectations.
Key Responsibilities
• Lead service delivery for a defined set of financial clients, ensuring SLAs, KPIs, and contractual commitments are consistently met.
• Build strong, trusted relationships with senior stakeholders, including CTOs, Heads of Infrastructure, and Operations Directors.
• Conduct regular service reviews, reporting on performance, incident trends, capacity, and improvement opportunities.
• Work closely with technical teams to prioritise workloads, manage escalations, and ensure timely resolution of incidents and requests.
• Drive continual service improvement initiatives across processes, tooling, and client engagement.
• Support onboarding of new clients, ensuring smooth transition into BAU service.
• Maintain awareness of regulatory expectations relevant to financial clients (e.g., operational resilience, incident reporting, change governance).
• Identify opportunities to enhance service value, including technology refreshes, optimisation projects, and consultancy engagements.
Skills & Experience
• Proven experience in a Service Delivery Manager or similar client-facing role within an MSP environment.
• Strong understanding of ITIL principles and service management best practice.
• Experience supporting clients in the financial sector (hedge funds, asset managers, private equity, or similar) is highly desirable.
• Excellent communication, stakeholder management, and relationship-building skills.
• Ability to translate technical detail into clear, business-focused language.
• Confident managing escalations and navigating high-pressure situations.
• Strong organisational skills with a proactive, improvement-driven mindset.
What We Offer
• The opportunity to work with high-performing financial clients who value quality and reliability.
• A collaborative MSP environment where your voice and ideas genuinely shape service evolution.
• Professional development support, including ITIL, service management, and sector-specific training.
• Competitive salary, hybrid working, and a clear progression path.