Service Delivery Manager

Edinburgh, Scotland, United Kingdom

5/12/2025

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.
  
  

Specific Role Responsibilities

Strategy

• Client Satisfaction,
• Prioritisation and delivery of Client service delivery outcomes,
• Client Profit and Loss,
• Client Sales, Contracts and Commercials,
• Cashflow generation, and
• Being the Client and End Customer Champion at FNZ.
  
  

Customer implementation & enhancement projects

• Ownership of all existing customer relationships covering Delivery of Service.
• Drive post implementation oversight improvements to ensure quality delivery of Service.
  
  

Account Management

• Work with the Service Delivery Managers to create and develop high level relationships (ideally at C level) within existing and potential customers.
• Delivery of world class client relationships to ensure successful operating and strategic multi‐layered relationships with customers.
• Manage growth of UK business via existing FNZ customers.
• Use available information and insight to drive proposition development, sales and growth in conjunction with our existing customer Strategic Account Plans.
  
  

Performance Assessment

Performance Will Be Assessed In Line With

• Achievement of monthly, quarterly and annual financial targets set via budget.
• Achievement of “road to value” objectives
• Quantitative customer KPIs
• Qualitative customer feedback provided via quarterly customer meetings.
• Qualitative feedback from direct reports via 360 review process and group‐wide staff surveys.
  
  

Formal Feedback Will Be Provided Through

• Quarterly business review process
• Annual performance review
  
  

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.