The Service Delivery Manager is a senior member of the Service Operations profession and will provide thought leadership in Service Operations, particularly as it relates to their domain experience.

• The Service Delivery Manager has accountability for delivering the vision and strategy, at a regional/client group level, focusing on achieving consistent operational excellence and client/user satisfaction through industrialisation, price/value optionality, and leveraging increased automation and the use of technology to ensure Service Delivery and Operations are fully aligned and integrated. The Service Delivery Manager is accountable for workstream performance outcomes within their assigned region/client group. They will lead the Service Operations team, providing oversight of operations across the region/client group and business lines, working closely with client management and product management, initiative delivery and COO colleagues to ensure client satisfaction, achievement of business goals and close management of risk. The Service Delivery Manager is accountable for developing and implementing strategies to deliver continuous improvement through implementation of best practices, for execution of transformation and transition projects and for managing service provision through strategic partners and local vendors, in conjunction with vendor management colleagues. The Service Delivery Manager will develop strong, trusting relationships with leaders within the business and support their team members to achieve trusted advisor status. They are a senior member of the Management team, will be a leadership role model and will actively engage with members of the wider Divisional team, at all levels, ensuring employees understand how they are contributing to the delivery of the business strategy, their role in managing and minimising risk and the future direction of the business. The Service Delivery Manager is a senior member of the Service Operations profession and will provide thought leadership in Service Operations, particularly as it relates to their domain experience.

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