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Service Delivery Manager - Financial Services

talent-engineBryanston, Gauteng, South Africa
On-site Full-time

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Experience Level

Manager

Qualifications

Qualifications & ExperienceProven experience in service delivery management within the financial services industry. Strong project management skills, with a track record of delivering projects on time and within budget. Excellent communication and interpersonal skills, with the ability to manage stakeholders effectively. Ability to analyze data and provide actionable insights that drive decision-making. Experience in financial oversight and reporting. Strong problem-solving skills and a proactive approach to risk management.

About the job

As a Service Delivery Manager in the financial services sector, you will lead the comprehensive delivery of our services to clients, ensuring exceptional quality, fostering client satisfaction, and aligning outcomes with our commercial goals. This pivotal role connects service delivery, client engagement, and commercial support, ensuring that our delivery results in lasting client value and revenue enhancement.

Key Responsibilities

Delivery Management & Execution

  • Strategize and oversee the entire project and service delivery lifecycle, establishing clear milestones, timelines, and deliverables.
  • Continuously track delivery progress and proactively address potential risks or issues.
  • Guarantee that all deliveries adhere to established quality standards and client expectations.
  • Serve as the primary coordination point among clients, commercial teams, and internal delivery teams.
  • Communicate effectively with stakeholders, including team members and clients, to keep them updated on project statuses.
  • Manage and track development change requests including time/cost estimates and implementation.
  • Provide consistent status updates to both internal and external stakeholders.

Financial & Reporting Oversight

  • Oversee the revenue budget for the commercial team, ensuring effective billing management and performance tracking against targets.
  • Prepare and disseminate performance reports for clients and internal teams.

Client Service & Issue Resolution

  • Act as the escalation point for client inquiries, complaints, and service challenges.
  • Ensure prompt resolutions while maintaining high levels of client satisfaction.
  • Collaborate closely with delivery and commercial teams to mitigate recurring issues.
  • Report project outcomes and potential risks to management, escalating issues as dictated by project plans.

Market & Industry Insight

  • Conduct thorough research on industry trends and client needs, identifying emerging risks and opportunities.
  • Integrate insights into product development, delivery, and commercial strategies.

Administrative & Operational Support

  • Assist with the execution of annual pricing adjustments, client communications, and contract renewals.
  • Provide ad hoc support to Commercial Managers and the wider team as needed.
  • Ensure all supporting processes are thoroughly documented.
  • Manage SLA performance in cooperation with Commercial Managers.
  • Participate in customer meetings, workshops, and weekly calls.

About talent-engine

Talent-engine is a leading provider of innovative solutions in the financial services sector, dedicated to delivering exceptional quality and service to our clients. We pride ourselves on our commitment to client satisfaction and continuous improvement, fostering a culture of excellence and innovation.

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