• Service Delivery Manager

    Job Locations UK-Edinburgh
    # of Openings
    Hidden (62541)
    Position Type
    Permanent Full-Time
  • Role Description

    The Service Delivery Manager has primary responsibility for the overall service delivery and relationship with key named client(s) on a day to day basis. The Service Delivery Manager promotes a service of excellence by ensuring client expectations on key performance indicator reporting, meeting actions and availability are met. The Service Delivery Manager works closely with the Head of Investment Operations and the Head of Service and Support, with direct access to the Service Support analysts. This role has ultimate responsibility for ensuring SLA and KPI’s are met and reporting all client issues, problems and feedback to the Head of Service Delivery.


    The role has the following key areas of responsibility:

    • Adherence to the agreed SLA’s and KPI’s
    • Client Service and KPI reporting
    • Oversight and control of defect management
    • Gateway management
    • Main escalation point
    • Operational knowledge
    • Client Governance – attendance at all key forums
    • Commercial Oversight – understanding of milestones
    • Expectation Management – setting realistic expectations with clients
    • Secondary cover for other Service Delivery Managers

    Experience Required

    • Degree educated 2:1 or equivalent
    • Experience in a similar role within financial technology, investment operations or asset management
    • Strong understanding of the platform, infrastructure, operational processes and support functions.
    • Accessible at all times to ensure timely resolution of queries, quick response to requests, and escalation of priority items
    • Ability to work in a high pressure environment

    About FNZ

    FNZ is a global financial technology and asset servicing provider which powers the wealth management, administration and custodian platforms for some of the world's leading financial institutions. These customers include life insurers, retail and private banks, asset and wealth managers and financial adviser groups based across the UK, Europe, Asia, Australia and New Zealand.


    We believe that enhancing client engagement, lowering costs, delivering a seamless service and enabling personal solutions are key to helping people achieve their financial goals. We partner with major financial institutions to enable them to provide wealth management services to their clients across direct, intermediated and workplace channels that reflect these principles.


    We develop long-term partnerships with our customers to enable them to get to market quickly with a market-leading digital proposition, transform their customer service offering and grow assets under management across multiple distribution channels.


    Our customers include AMP, ANZ, Aviva, AXA Wealth, Bank of New Zealand, Fideuram Vita, HSBC, Mercer, National Australia Bank, HSBC, Santander, Santander Asset Management, Standard Life, UBS and Zurich.  In all we partner with 42 institutional customers worldwide. 


    FNZ employs over 1,200 people with offices in Edinburgh, London, Bristol, Brno (Czech Republic), Shanghai, Hong Kong, Singapore, Sydney, Melbourne and Wellington.


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