Responsibilities
include:
1. Establish and maintain strong relationships with internal clients, serving as the primary point of contact for all service-related matters
2. Oversee the delivery process, understanding existing and new requirements and ensuring services are delivered on time and to the required standard
3. Understand existing intepany service agreements; contribute to those agreement structures and ensure any changes are reflected and agreed by relevant parties
4. Provide leadership on service management best practices across SME groups involved in delivering services, and develop and implement continuous improvement plans across these areas
5. Understand regulatory needs for service management and ensure services, measurement, reporting, SLAs, KPIs etc are aligned with those requirements. Drive data quality improvements relating to services
6. Provide clear leadership, direction and prioritization for external Supplier Relationship Managers where their services pertain to those intepany delivered services
7. Work with Fidelity internal entity risk leads regarding third party supplier reporting requirements
8. Design, monitor and manage Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) in alignment with intepany agreements, 3rd party service provisions, and customer needs
9. Analyze performance data to identify trends, areas for improvement and to drive customer satisfaction
10. Manage continual service improvement (CSI) register to ensure service improvement opportunities are recorded and actioned.
About you
You will have a good amount of experience as a service delivery manager or similar role, enjoy building relationships with your customers and key internal stakeholders, and get great satisfaction from delivering customer-oriented results. You will enjoy analysing service statistics and data to provide high quality and insightful service reporting aligned to SLAs and KPIs as well as identifying and driving areas for improvement.
You will have experience of writing service agreements and measuring and improving service delivery to your customers. Experience of working within a financial services regulatory framework would be beneficial (such as DORA), as would 3rd party (vendor) management, and relevant certifications such as business management, ITIL, Institute of Customer Service and experience of working with data management / reporting tools such as PowerBI or ServiceNow.
Feel rewarded
For starters, we'll offer you aprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work - finding a balance that works for all of us. It's all part of ourmitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.
For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.
As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook. Job ID J59044