SBS is a global financial technology company that’s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 5,000 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia’s Universe: Digital Banking Platforms. SBS is a subsidiary of European digital consulting leader Sopra Steria (EPA: SOP), a 56,000-person company that generates annual revenue of €5.8 billion in 2023.
Job Description
Are you a strategic and people-focused leader with a passion for service excellence? We’re looking for an experienced Service Delivery Manager to lead and evolve our live service operations across multiple disciplines and geographies.
Reporting to the Head of Cloud & Support Operations, you’ll be responsible for the day-to-day delivery of our services, managing a cross-functional team of approximately 50 full-time employees across Service Desk, Application Support, Operations, and Infrastructure. You’ll drive operational excellence, client satisfaction, team development, and continuous improvement—all while maintaining compliance, ensuring cost efficiency, and upholding service standards.
What will the role involve?
* Leading, coaching, and developing a high-performing, geographically diverse team.
* Ensuring seamless service delivery, resource planning, and year-round operational continuity.
* Acting as a key point of contact for clients, championing service quality, performance, and improvement.
* Managing operational risk, compliance, incident response, and business continuity.
* Owning financial performance, including budgeting, forecasting, and vendor management.
* Driving a culture of continuous improvement, innovation, and efficiency.
What Success Looks Like
* Meeting SLA targets and customer satisfaction goals
* Boosting team performance and engagement
* Delivering cost savings and service efficiencies
* Achieving strong financial control and budget alignment
Qualifications
What are we looking for?
* Minimum of 5 years of experience in service delivery management or a related role in the Financial Services Sector.
* Proven experience in managing cross-functional teams and driving service improvements.
* Strong knowledge of ITIL practices, cloud services, and service delivery frameworks.
* Excellent communication, leadership, and problem-solving skills.
* Ability to manage multiple priorities and work under pressure.
It would be a bonus if you had:
* Experience with AWS and cloud service management.
* Certification in ITIL, PMP, or relevant project management methodologies.
* Strong understanding of compliance and security standards in IT services.
Don't meet every single requirement? That's okay, and you aren't alone! Research shows that women and people of colour are less likely to apply for a role unless they meet all the criteria. At SBS, we're committed to building a diverse, inclusive team where everyone feels they belong. So if this role excites you and you're eager to grow, we'd love to hear from you - even if your experience doesn't tick every box just yet, send in your applications!
Additional Information
What's in it for you?
At SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks. Here’s a snapshot of the benefits you'll enjoy as part of our team:
Health & Wellbeing: Private Medical Insurance, Health Cash Plan, Dental Insurance, Eye Care Vouchers, Flu Vaccinations
Hybrid working: Work from home three days per week, and join us in the office for the remaining two.
️ Finance & Protection:Life Assurance, Critical Illness Cover, Pension Plan, Long Service Awards, Payroll Giving, Fleet car provider
We are committed to combating all forms of discrimination and promoting a work environment that is inclusive and respectful of individual differences.
At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.
All of our positions are open to people with disabilities.
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