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Service Delivery Manager

1 month ago

London, UK, United Kingdom CodeVerse Full time

Are you a finance professional ready to make a significant impact at a leading investment bank? Join our global consulting organization as a Service Delivery Manager. Lead a dynamic team, drive operational excellence, and shape the future of financial services. All candidates must have Banking and Regulatory Domain Experience.


Key Responsibilities:


  • Business & Customer Management:
  • Oversee and manage Service Level Agreements (SLAs) and metrics as agreed with the client.
  • Conduct monthly and quarterly governance calls, reporting process performance metrics to the customer.
  • Certify business controls to ensure successful audits.
  • Regularly communicate with customers to address operational issues, deliver Critical to Quality (CTQ) metrics, and build strong relationships.
  • Manage customer relationships through consistent and proactive communication.
  • Attend customer calls and meetings, proactively flagging issues and preventing surprises.
  • Resolve escalations and issues raised by customers promptly.
  • Prepare and report process performance metrics to stakeholders.
  • Analyze customer feedback and implement improvements to enhance customer satisfaction.


  • Process & Team Management:
  • Effectively plan for process delivery, people management, and client engagement.
  • Identify and optimize key cost drivers.
  • Innovate and improve service delivery to meet and exceed customer needs.
  • Implement industry best practices and recommend customized solutions for procurement.
  • Drive the team to achieve productivity and quality targets within established guidelines.
  • Ensure Key Procedural Controls (KPCs) are in place and functioning.
  • Review audit findings and take corrective action.
  • Identify and drive productivity improvements, automation, and value-added services for clients.
  • Explore and implement robotics in processes, contributing to Change the Bank (CTB) initiatives.
  • Design capacity planning and scoping strategies.


Essential Skills:

  • Third-Party Risk Management (TPRM):
  • Extensive experience in TPRM with a strong understanding of risks and processes in onboarding third parties.
  • Knowledge of relevant PRA and EBA regulations and factors in managing vendors and contractors.
  • Familiarity with KY3P or similar third-party risk management applications.
  • Proficiency in outsourcing agreements, legal checklists, and regulatory compliance.
  • Ability to identify and manage potential risks in third-party onboarding according to firm’s risk policies.


  • Procurement & Risk Management:
  • Previous experience in procurement is advantageous.
  • Interact effectively with internal and external auditors to explain process flows, controls, and provide necessary documentation.
  • Benchmark client Procure to Pay (P2P) metrics against best-in-class standards and recommend improvements.
  • Regulatory Reporting:
  • Interpret ongoing regulatory changes and assess their implications on reporting requirements.


What We Offer:

  • Competitive salary and comprehensive benefits package.
  • Opportunity to work with a world-class team and leading investment bank.
  • Professional development and career advancement opportunities.
  • A dynamic and inclusive work environment that values your contributions.


Join us and drive the future of financial services Apply now to embark on a rewarding journey with our esteemed organization.