Service Delivery Manager

About the role

You will lead Managed Services engagements for regulated financial‑services clients, building strong relationships and ensuring seamless delivery across the entire lifecycle. The role requires executive‑level communication, risk mitigation, and a focus on operational excellence.

Key responsibilities

• Act as the named relationship owner and central point of contact from Day 1 of the transition lifecycle.
• Own transition governance, driving formal sign‑offs for phase deliverables across discovery, foundation build, hyper‑care and steady‑state cut‑over.
• Coordinate knowledge‑transfer sessions across infrastructure, security, application and data platform teams.
• Run weekly phase‑gate reviews, manage escalations, and lead hyper‑care exit sign‑offs with the client’s service owner.
• Maintain firm scope boundaries under client pressure while ensuring overall account success.
• Surface risks early, escalate issues internally, and lead discussions on commercial change orders.

Required profile

• Bachelor’s degree in Business Administration, IT, Computer Science or equivalent experience.
• Proven experience managing MSP or managed‑services engagements in financial services or other regulated industries.
• Deep familiarity with US financial‑services regulatory frameworks (e.g., NYDFS Part 500, FFIEC).
• Executive presence with comfort presenting to C‑suite stakeholders.
• Strong scope‑management and negotiation skills, able to hold firm under pressure.
• Professional English proficiency (written and spoken); certifications such as PMP, PRINCE2, ITIL are a plus.

Required skills

• Hands‑on experience with ITSM platforms: ServiceNow, Freshservice, Jira.
• Azure cloud engagement experience, including interaction with Microsoft partner ecosystem.
• Familiarity with AI tools to improve operational efficiency and delivery workflows.