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ob Title: Head of Service Delivery - Financial Services (Hybrid Role - London)
Salary: £80,000 - £90,000 per annum
Location: London, Hybrid
Overview of Job Function:
Our Financial Services Operations team is seeking an experienced Head of Service Delivery to join our high-performance team in London. This pivotal role is dedicated to ensuring the seamless delivery of services aligned with our financial institution's objectives. The Head of Service Delivery will play a crucial part in designing, implementing, and continuously improving our managed service, collaborating closely with our clients, suppliers, and internal support teams.
Principal Duties and Essential Responsibilities:
Develop and execute a comprehensive service management strategy aligned with our financial institution's goals and objectives.
Lead and nurture a team of Service Managers responsible for various aspects of Service Delivery, providing guidance, mentorship, and support to enhance their capabilities and performance.
Cultivate strong relationships with internal teams across Engineering, Project Management, Governance and Control, and Service Management.
Act as the primary point of management escalation for all service delivery concerns within the managed service.
Oversee relationships with multiple suppliers involved in maintaining the bank's voice recording estate, fostering cohesion, and ensuring performance metrics and service level agreements are met.
Coordinate with multiple teams across Trader Voice, Enterprise Voice, and Unified Communication technologies within the bank's infrastructure.
Identify areas within the managed service requiring enhancement and collaborate with suppliers to implement changes that improve quality and efficiency.
Conduct Monthly Governance Meetings to assess contractual performance, manage supplier relationships, and address risks and issues associated with service governance.
Ensure strict adherence to incident, change, and problem management protocols across multiple sites.
Minimum Requirements:
Minimum of 5 years of experience in a senior/director-level service management position within the financial services sector, specifically in an Enterprise/Trader Voice environment.
Proven experience in managing change in a complex and dynamic financial industry.
Track record of successfully leading small to medium-sized teams.
Strategic thinker with a history of initiating and executing measures that generate commercial value.
Excellent oral and written communication skills, including effective presentation experience.
Strong interpersonal skills coupled with a can-do attitude.
Demonstrated capability to work autonomously.
Detail-oriented and highly organized with the ability to manage multiple priorities and parallel projects.
What we can do for you:
Real Flexibility: We prioritize work-life balance, allowing you to work when and wherever you are most productive, whether it's at home, customer sites, or the office.
Awesome Environment: Our easy-going yet highly skilled teams are passionate about what we do, and we deeply care about the projects we work on. We are privately owned and started this company to make work more enjoyable.
Interesting Work: Our clients are household names, and our projects have a meaningful impact on the world. We collaborate with not-for-profits, public bodies, and top-tier private entities to innovate and create meaningful products and services.
Great Benefits: In addition to standard benefits, we offer extra perks.
Recognition & Growth: We are certified as a Great Place to Work and featured in the Sunday Times Tech Track 100. We value the people we work with and recognize that our success is a result of our talented team.
Join us, and be part of something special. We are committed to fostering diversity, equality, and belonging while creating exceptional solutions through collaboration. INFO@GOLDWATERSOLUTIONS.COM