Service Delivery Manager

🕒 March 24

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WSD

WebsiteLinkedInAll Job Openings

201 - 500 employees

💸 Finance

☁️ SaaS

🏢 Enterprise

Finance • SaaS • Enterprise

WSD is a technology company specializing in the automation of structured products. The company positions itself as an integral part of the structured products value chain, providing clients with state-of-the-art technology solutions that enhance operational excellence and scalability. WSD offers a unique combination of skills to transform client needs into technological innovations, utilizing a hybrid cloud strategy that is cloud-agnostic and supports its rapidly expanding customer base. They emphasize seamless integration of cutting-edge solutions to deliver straight through processing (STP) and maintain strategic partnerships with organizations such as Morningstar, SIX Financial Information, and Refinitiv. WSD's dedication to customer experience and premium service is backed by a global team with substantial industry knowledge, partnering with major financial institutions and associations to improve and streamline the market for structured products.

📋 Description

• Act as the primary escalation point for customers across incidents, service requests and operational issues, ensuring timely resolution and clear accountability. • Lead Major Incidents end‑to‑end, coordinating internal teams and third‑party providers through to resolution. • Own customer communications during incidents, providing clear, accurate and timely updates to maintain confidence and transparency. • Coach, mentor and support Service Analysts, improving investigation quality, incident ownership and customer communication standards. • Ensure consistent application of Incident, Problem and Change Management processes in line with ITIL best practices. • Lead Root Cause Analysis (RCA) activities, ensuring corrective and preventative actions are clearly defined, owned and driven through to completion. • Support and coordinate Change activities, including risk assessment, internal alignment and customer notifications. • Work closely with the Head of Service Management to optimise service processes, tooling and operational maturity. • Drive continuous improvement initiatives by analysing incident trends, service data and customer feedback. • Ensure service teams fully understand customer SLAs and operational commitments and actively manage adherence to those SLAs. • Monitor service performance, proactively identify risks to service levels and implement mitigation actions. • Conduct regular Service Review Meetings with customers, covering incidents, service performance, trends and improvement plans. • Build strong, trusted relationships with customer stakeholders and act as a key service partner. • Collaborate with Engineering, Product, Infrastructure and external vendors to improve system reliability and service quality.

🎯 Requirements

• Proven experience in a Service Delivery Manager or senior service operations role within software, SaaS or managed services environments. • Strong working knowledge of ITIL processes, including Incident, Problem and Change Management (certification preferred). • Demonstrated experience leading Major Incidents and managing executive‑level and customer escalations. • Strong customer communication and stakeholder management skills, including running Service Review Meetings. • Experience coaching and developing service or support teams. • Ability to work calmly and decisively under pressure in high‑impact situations. • Strong organisational and coordination skills across multiple teams and priorities.

🏖️ Benefits

• Flexible work arrangements