A leading fintech organization is seeking an experienced Service Delivery Manager to oversee the end-to-end service delivery for customers. The role requires a strong understanding of ITIL processes and the ability to manage major incidents effectively. Candidates should possess excellent communication and leadership skills to support and develop service teams while ensuring adherence to customer SLAs. The position is vital to optimize service performance and drive continuous improvements in a fast-paced environment.
22/05/2026
Full time
A leading fintech organization is seeking an experienced Service Delivery Manager to oversee the end-to-end service delivery for customers. The role requires a strong understanding of ITIL processes and the ability to manage major incidents effectively. Candidates should possess excellent communication and leadership skills to support and develop service teams while ensuring adherence to customer SLAs. The position is vital to optimize service performance and drive continuous improvements in a fast-paced environment.
Role Overview We are looking for an experienced Service Delivery Manager to own end to end service delivery for our customers within a fast paced fintech environment. You will be responsible for leading service operations, acting as a senior escalation point for customers, coaching Service Analysts, and driving operational excellence across Incident, Problem and Change Management. The role works closely with the Head of Service Management and cross functional teams to optimise service performance, improve ways of working, and ensure we consistently meet customer SLAs. This role requires strong customer engagement, calm leadership during high pressure incidents, and a proactive mindset focused on continuous service improvement. Key Responsibilities 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. Essential 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. Desirable Experience in fintech or financial services environments. Exposure to global service operations and working across regions and time zones. Experience working with third party vendors and external service providers. Strong data and reporting mindset, with experience using service metrics to drive improvement. ITIL certification or other relevant service management qualifications. WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.
22/05/2026
Full time
Role Overview We are looking for an experienced Service Delivery Manager to own end to end service delivery for our customers within a fast paced fintech environment. You will be responsible for leading service operations, acting as a senior escalation point for customers, coaching Service Analysts, and driving operational excellence across Incident, Problem and Change Management. The role works closely with the Head of Service Management and cross functional teams to optimise service performance, improve ways of working, and ensure we consistently meet customer SLAs. This role requires strong customer engagement, calm leadership during high pressure incidents, and a proactive mindset focused on continuous service improvement. Key Responsibilities 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. Essential 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. Desirable Experience in fintech or financial services environments. Exposure to global service operations and working across regions and time zones. Experience working with third party vendors and external service providers. Strong data and reporting mindset, with experience using service metrics to drive improvement. ITIL certification or other relevant service management qualifications. WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law.
About WSD WSD is a leading provider of SaaS technology for manufacturers of structured products and OTC derivatives, spanning pre trade workflows, document production, and data dissemination to exchanges, data vendors, and buy side consumers, plus lifecycle management. WSD maintains complex proprietary data models for structured products and OTCs which are used throughout our platform to automate document creation and data propagation. These long standing data models have been developed in collaboration with a consortium of Tier 1 banks and uphold a philosophy of modularity and future extensibility. Role purpose We're hiring Operations Analyst to our Delivery Engineer Team (Data modelling & ingestion) to develop our proprietary data model for structured products and OTCs, and bridge complex external structured product inputs (issuer/internal systems, trading/issuance workflows, market/exchange/vendor feeds) into WSD's platform through robust workflow orchestration, transformation/mapping logic, and automated operational reporting. You'll combine engineering, delivery execution, and operational reliability to extend the scope of supported products under our data model, reduce manual interventions, and increase automation and transparency across client delivery pipelines. What you'll do (key responsibilities) Delivery engineering & implementation: Translate Industry / Client / Product Owner needs into technical specifications, data model design and ingestion code; deliver safely into production with repeatable patterns. Data ingestion & transformation (JavaScript heavy): Build and maintain transformation/mapping logic from complex client XML/JSON payloads to WSD's data models using server side JavaScript (and XSLT / alternative mapping technologies where appropriate). Cross team collaboration: Work closely with core engineering teams (including Java backend teams) to ensure seamless integration between platform logic and client delivery workflows. Quality & controls: Deliver to L3 expectations-reliable, maintainable code; participation in code reviews; and testing discipline aligned to WSD's standards. Business / domain knowledge Financial markets experience and comfort with capital markets concepts (e.g., products, issuance/trade lifecycles, data flows, operational controls). Strongly preferred: Structured Products Front office/trading adjacent roles, structuring support, trade support/trade management, middle office automation, capital markets BA/implementation, or fintech delivery roles supporting trading/issuance workflows. Skills & experience JavaScript (or PHP / other programming experience): Strong server side JavaScript capability (Node.js / backend scripting) to implement non trivial transformation logic and debug real world edge cases. Data formats & integration: Experience working with XML/JSON and integration patterns; ability to design maintainable structures, mappings and transformations. Engineering fundamentals (L3): Git/version control, collaboration in an agile delivery environment, and commitment to code quality and testing. If you have the skills, experience and drive to excel in this challenging and rewarding role, we would love to hear from you. Apply today and take the next step in your career with us! WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteranstatus, disability, or any other status protected by applicable law.
18/05/2026
Full time
About WSD WSD is a leading provider of SaaS technology for manufacturers of structured products and OTC derivatives, spanning pre trade workflows, document production, and data dissemination to exchanges, data vendors, and buy side consumers, plus lifecycle management. WSD maintains complex proprietary data models for structured products and OTCs which are used throughout our platform to automate document creation and data propagation. These long standing data models have been developed in collaboration with a consortium of Tier 1 banks and uphold a philosophy of modularity and future extensibility. Role purpose We're hiring Operations Analyst to our Delivery Engineer Team (Data modelling & ingestion) to develop our proprietary data model for structured products and OTCs, and bridge complex external structured product inputs (issuer/internal systems, trading/issuance workflows, market/exchange/vendor feeds) into WSD's platform through robust workflow orchestration, transformation/mapping logic, and automated operational reporting. You'll combine engineering, delivery execution, and operational reliability to extend the scope of supported products under our data model, reduce manual interventions, and increase automation and transparency across client delivery pipelines. What you'll do (key responsibilities) Delivery engineering & implementation: Translate Industry / Client / Product Owner needs into technical specifications, data model design and ingestion code; deliver safely into production with repeatable patterns. Data ingestion & transformation (JavaScript heavy): Build and maintain transformation/mapping logic from complex client XML/JSON payloads to WSD's data models using server side JavaScript (and XSLT / alternative mapping technologies where appropriate). Cross team collaboration: Work closely with core engineering teams (including Java backend teams) to ensure seamless integration between platform logic and client delivery workflows. Quality & controls: Deliver to L3 expectations-reliable, maintainable code; participation in code reviews; and testing discipline aligned to WSD's standards. Business / domain knowledge Financial markets experience and comfort with capital markets concepts (e.g., products, issuance/trade lifecycles, data flows, operational controls). Strongly preferred: Structured Products Front office/trading adjacent roles, structuring support, trade support/trade management, middle office automation, capital markets BA/implementation, or fintech delivery roles supporting trading/issuance workflows. Skills & experience JavaScript (or PHP / other programming experience): Strong server side JavaScript capability (Node.js / backend scripting) to implement non trivial transformation logic and debug real world edge cases. Data formats & integration: Experience working with XML/JSON and integration patterns; ability to design maintainable structures, mappings and transformations. Engineering fundamentals (L3): Git/version control, collaboration in an agile delivery environment, and commitment to code quality and testing. If you have the skills, experience and drive to excel in this challenging and rewarding role, we would love to hear from you. Apply today and take the next step in your career with us! WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteranstatus, disability, or any other status protected by applicable law.