Role Description
The Service Delivery Manager is responsible for overseeing service delivery and maintaining relationships with key clients daily. They promote excellence by ensuring client expectations regarding KPI reporting, meeting actions, and availability are met. The role involves close collaboration with the Head of Investment Operations and the Head of Service and Support, with direct access to Service Support analysts. The ultimate responsibility includes ensuring SLA and KPI compliance and reporting client issues, problems, and feedback to the Head of Service Delivery.
The key responsibilities include:
1. Adherence to SLA and KPI agreements
2. Client service and KPI reporting
3. Oversight of defect management
4. Gateway management
5. Main escalation point
6. Operational knowledge
7. Client governance participation
8. Commercial oversight and understanding of milestones
9. Expectation management with clients
10. Secondary coverage for other Service Delivery Managers
Experience Required
* Degree with 2:1 classification or equivalent
* Experience in similar roles within financial technology, investment operations, or asset management
* Strong understanding of platform, infrastructure, operational processes, and support functions
* Availability to ensure timely query resolution and escalation
* Ability to work under high pressure
Specific Role Responsibilities
Strategy
* Focus on client satisfaction
* Prioritize and deliver client service outcomes
* Manage client profit and loss
* Handle client sales, contracts, and commercial aspects
* Drive cashflow generation
* Act as the client and end customer champion at FNZ
Customer Implementation & Enhancement Projects
* Own existing customer relationships and service delivery
* Improve post-implementation oversight for quality delivery
Account Management
* Develop high-level relationships, ideally at C-level, within existing and potential customers
* Deliver world-class client relationships for successful strategic partnerships
* Manage growth within existing FNZ customers in the UK
* Utilize insights for proposition development, sales, and growth aligned with strategic account plans
Performance Assessment
Performance will be evaluated based on:
* Achievement of financial targets
* Progress towards 'road to value' objectives
* Customer KPIs
* Customer feedback in quarterly meetings
* Feedback from direct reports via 360 reviews and staff surveys
Formal feedback will be provided through quarterly business reviews and annual performance reviews.
About FNZ
FNZ aims to democratize wealth management, making investing accessible for all. We offer a comprehensive wealth management platform that combines modern technology with business and investment operations within a regulated environment. Partnering with over 650 financial institutions and 12,000 wealth managers, managing US$1.5 trillion in assets, we help over 20 million individuals invest in their future.
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