Senior Service Delivery Manager

• A culture that backs you – We’re proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.

• Work that matters – Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks.

• Room to grow – Whether you're starting your career or bringing years of experience, we’re committed to your development. Just ask our team members who’ve been excelling here for 10+ years.

• Own and manage end-to-end relationships with strategic enterprise clients, acting as the primary contact for senior stakeholders.
• Develop strategic account plans that align ITRS services with client objectives and identify opportunities for growth and optimisation.
• Conduct executive business reviews to present service performance, recommendations, and future roadmaps.
• Anticipate client needs and proactively position ITRS as a strategic partner.
• Build strong client relationships that drive advocacy, retention, and account expansion.

• Lead complex service delivery engagements across multiple teams and global locations.
• Oversee critical incident management, coordinating response teams and stakeholder communications.
• Ensure ITRS monitoring infrastructure remains operational, optimised, and aligned with client requirements.
• Maintain compliance with SLAs, SoWs, and contractual commitments.
• Drive continuous service improvement through data-driven analysis and Service Improvement Plans (SIPs).

• Establish and monitor service performance metrics that demonstrate operational excellence and client value.
• Conduct advanced service analytics and trend analysis to identify optimisation opportunities.
• Lead governance activities including change advisory boards and risk management forums.
• Implement quality assurance frameworks to ensure consistent service delivery.
• Support financial performance through effective resource planning and service profitability management.

• Build, lead, and mentor high-performing delivery teams across regions.
• Support recruitment and development of talent to maintain strong technical and delivery capabilities.
• Foster a culture of innovation, accountability, and client-centric delivery.
• Mentor junior Service Delivery Managers and team members to strengthen organisational capability.
• Optimise resource allocation across accounts and projects.

• Partner with Sales, Pre-Sales, and Professional Services on strategic opportunities and client onboarding.
• Collaborate with Product Management to share client feedback, feature requests, and market insights.
• Work closely with Engineering teams on technical escalations and product improvements.
• Engage with Finance and Legal on contract management, SOW development, and commercial discussions.
• Coordinate with global teams across London, New York, Manila, Singapore, Chennai, and Mumbai.

• Ability to translate business objectives into service delivery strategies and long-term roadmaps.
• Strong understanding of financial services industry challenges and trends.
• Commercial awareness including service profitability, account growth, and contract management.

• Strong presentation and communication skills when engaging with senior stakeholders.

• Ability to influence client decisions, manage expectations, and resolve complex issues.

• Solid understanding of monitoring technologies and enterprise IT environments.

• Experience managing service delivery in complex, time-sensitive environments.
• Ability to participate in technical discussions and guide architectural decisions.

• Proven experience building, leading, and developing high-performing teams.

• Strong change management and organisational leadership capabilities.
• Excellent stakeholder management and conflict resolution skills.

• Health insurance with Care
• Provident Fund
• Group personal accident policy
• Generous leave entitlements

ITRS Group