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Service Delivery Manager

Information About This Job

Job Title: Service Delivery Manager
Contract Type: Permanent
Location: London
Salary: £70,000 - £80,000
Contact Name: Adam Small
Contact Email:
Job Published: 12 months ago

Job Description

Our client, a globally known financial services firm is seeking to hire a Service Delivery Manager to join their London team.


About The Role

  • Take day to day management oversight responsibility for the delivery of Investment Risk & Performance services to the company’s flagship Insurance client

  • Act as a key intermediary between the client, offshore operations hubs in Chennai, and the local client facing management team in London

  • Use your technical appreciation of performance and risk reporting to add value to the client experience, addressing support queries and manage the day to day relationship on these subjects

  • Help ensure strong process and procedures are in place to deliver services, achieving KPIs and keeping operational risk to a minimum

  • Act as an advocate for your client's needs whilst ensuring the interests of the company are protected

  • Working to deliver service to clients accurately and on time, thus reinforcing and building client relationship, leading to new business opportunities

  • Working to ensure operational risk is captured and addressed, securing functional capabilities


Key internal stakeholders:

  • IRP Client Service Delivery team (London)

  • IRP Client Solutions & Integration team (London)

  • Global IRP Product Sales Specialists (London)

  • IT & Engineering functions (Paris/Chennai)

  • Fund Accounting & Middle Office services teams (Glasgow / Dublin)

  • IRP UK Management group


Key external key stakeholders:

  • A strategically significant client - name on application



Key Responsibilities

Service Delivery

  • Act as the main London based client relationship contact on performance, attribution, ex-ante risk, investment reporting and Solvency II for a key client

  • Oversee all client related production based in Chennai and London

  • Act as the lead contact and escalation point in the event of urgent or unresolved queries

  • Meet regularly with the client to ensure the service delivery is of a high standard

  • Take management oversight responsibility for methodology changes (hierarchies, asset mappings, corporate action treatments) and operating model changes. Communicate policy to local and Chennai based analysts and manage dialogue with the client

  • Take overall responsibility for the quality and accuracy of services delivered tracking via agreed KPIs

  • Work alongside other IRP service managers to ensure effective transversal coverage is on place across all clients​


Change Management

  • Ensure there are initiatives in place to constantly monitor and review processes, measure risk, effectiveness of controls and improve productivity and profitability

  • Define and agree methodologies and operating model changes for your clients, and ensure their effective implementation across all portfolio types.

  • Help assess and understand all incoming change controls and work with the Client Projects and Integration to prioritise and implement

  • Define internal improvement initiatives, presenting proposals for sign off by the Head of IRP UK and the Head of IRP Client Service delivery. Take an active role in the implementation of process changes


Relationship Management & Development

  • Work at a management level to create develop the client relationship in relation to Investment Reporting & Performance services, building the revenue base and growing the overall client profitability

  • Connect with global / local relationship managers and Head of IRP UK to define and deliver strategic roadmaps for each of your clients

  • Maintain Service Level Agreements and KPIs definition in partnership with your clients

  • Participate in client relationship meetings as directed


Transversal Working

  • In addition to the above, you will also be required to engage transversally across other IRP UK clients as requested. This it to achieve the following: -

    • Ensure a consistency of approach across the business

    • To leverage process and services developments across the client base

    • Ensure that an effective collaborative work ethic is achieved across the department

    • Share in the challenges presented to us by a multi-client service model


Management Responsibilities

Overall number of staff responsible for: 9 Chennai / 3 London

  • Management oversight of offshore team and small team in London

  • Service delivery of the service to a key client, covering Performance, Ex-Ante Risk, and Reporting

  • Strategic evolution of a key client


Skills & Experience


  • Considerable experience working in performance measurement and/or client reporting function:

    • Good practical understanding on market data such indices, analytics, and standard classification structures

    • Good practical understanding of core performance and attribution methodologies

    • Understanding of ex-ante risk statistics such as daily VaR. Understand Monte Carlo and Parametric methods, back testing and stress testing. Understand ex-post risk statistics such as tracking errors, sharpe ratios, alpha, beta, volatility etc.

    • Practical experience using performance / attribution / risk calculation & reporting systems

    • Practical understanding of Client Investment Reporting such as, portfolio structure reporting and Solvency II tripartite templates; understanding of SCR calculations a significant plus

    • Strong Operational Risk awareness


  • Relationship Management skills: -

    • Proven track record building strong connections with new and existing clients

    • Strong written and verbal communication skills

    • Ability to exercise good judgment in commitments made in response to client needs whilst balancing with the commercial and operational needs of the bank



  • Project Management / Business Analyst skills: -

    • Practical experience helping to plan the on boarding of new activity into a production process

    • Strong deadline orientated approach to project delivery

    • Practical experience writing business specification documents, test plans, implementation plans and governance documents


Technical Skills


  • Excel, Powerpoint, Word



  • VBA, SQL, C++, BiSAM One, APT

  • Qualifications required for the role:




  • Essential: IAQ, IMC or relevant BA / BSc degree



  • MA / MSc, CFA, CIPM, FRM

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