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- Tasks: Manage IT service delivery and build strong relationships with internal clients.
- Company: Fidelity International has been helping clients build better financial futures for over 50 years.
- Benefits: Enjoy flexible working, a comprehensive benefits package, and support for your wellbeing and development.
- Why this job: Be part of an inclusive culture that values diverse talent and drives customer satisfaction.
- Qualifications: Experience in service delivery management, strong analytical skills, and familiarity with regulatory frameworks are essential.
- Other info: This role offers opportunities for continuous improvement and professional growth within a global organisation.
The predicted salary is between 43200 - 72000 £ per year.
Join to apply for the Service Delivery Manager role at Fidelity International
Join to apply for the Service Delivery Manager role at Fidelity International
About The Opportunity
Job Type: Permanent
Application Deadline: 30 September 2025
Title Service Delivery Manager
Department Enterprise Infrastructure Services
Location TBC
Reports To TBD
Level 6
We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together – and supporting each other – all over the world. So, join our Enterprise Infrastructure Team and feel like you’re part of something bigger.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.
As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.
About Your Team
The Enterprise Service Management team is part of Enterprise Infrastructure and provides vital management of services delivered across the organization. The IT Service Delivery Manager is a strategic professional responsible for overseeing the efficient and effective delivery of IT services within the organization.
About Your Role
This role will be primarily responsible for understanding and managing a broad range of services delivered by the central group to other consuming (mostly European) entities. This is needed to ensure high quality and regulatory compliant services are delivered to our internal customers.
Responsibilities include:
- Establish and maintain strong relationships with internal clients, serving as the primary point of contact for all service-related matters
- Oversee the delivery process, understanding existing and new requirements and ensuring services are delivered on time and to the required standard
- Communicate effectively with internal and external stakeholders, providing updates on service delivery performance through reporting and leading Monthly and Quarterly service reviews.
- Understand existing intercompany service agreements; contribute to those agreement structures and ensure any changes are reflected and agreed by relevant parties
- Provide leadership on service management best practices across SME groups involved in delivering services, and develop and implement continuous improvement plans across these areas
- Understand regulatory needs for service management and ensure services, measurement, reporting, SLAs, KPIs etc are aligned with those requirements. Drive data quality improvements relating to services
- Provide clear leadership, direction and prioritization for external Supplier Relationship Managers where their services pertain to those intercompany delivered services
- Work with Fidelity internal entity risk leads regarding third party supplier reporting requirements
- Design, monitor and manage Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) in alignment with intercompany agreements, 3rd party service provisions, and customer needs
- Analyze performance data to identify trends, areas for improvement and to drive customer satisfaction
- Manage continual service improvement (CSI) register to ensure service improvement opportunities are recorded and actioned.
About You
You will have a good amount of experience as a service delivery manager or similar role, enjoy building relationships with your customers and key internal stakeholders, and get great satisfaction from delivering customer-oriented results. You will enjoy analysing service statistics and data to provide high quality and insightful service reporting aligned to SLAs and KPIs as well as identifying and driving areas for improvement.
You will have experience of writing service agreements and measuring and improving service delivery to your customers. Experience of working within a financial services regulatory framework would be beneficial (such as DORA), as would 3rd party (vendor) management, and relevant certifications such as business management, ITIL, Institute of Customer Service and experience of working with data management / reporting tools such as PowerBI or ServiceNow.
Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
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Job function
Project Management and Information Technology
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Service Delivery Manager employer: Fidelity International
Contact Detail:
Fidelity International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarise yourself with the specific IT service management frameworks, such as ITIL, as this role heavily relies on best practices in service delivery. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to excellence in service management.
✨Tip Number 2
Build a strong understanding of regulatory requirements relevant to financial services, particularly DORA. Being able to discuss how you can ensure compliance in service delivery will set you apart from other candidates.
✨Tip Number 3
Network with professionals in the financial services sector, especially those involved in service delivery. Engaging with industry peers can provide insights into the role and may even lead to referrals, increasing your chances of landing an interview.
✨Tip Number 4
Prepare to discuss your experience with data management and reporting tools like PowerBI or ServiceNow. Highlighting your proficiency in these tools will show that you can effectively analyse performance data and drive improvements in service delivery.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as a Service Delivery Manager. Focus on your ability to build relationships, manage service delivery, and analyse performance data. Use keywords from the job description to align your skills with what Fidelity International is looking for.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss specific experiences that demonstrate your expertise in service management and your understanding of regulatory frameworks. Make it personal and show how you can contribute to their team.
Highlight Relevant Certifications: If you have certifications such as ITIL or experience with data management tools like PowerBI, make sure to mention these in your application. This will showcase your qualifications and commitment to professional development, which are important for this role.
Proofread Your Application: Before submitting your application, take the time to proofread everything. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Fidelity International
✨Understand the Role
Before the interview, make sure you thoroughly understand the responsibilities of a Service Delivery Manager. Familiarise yourself with the key tasks mentioned in the job description, such as managing service delivery processes and maintaining relationships with internal clients.
✨Showcase Your Experience
Be prepared to discuss your previous experience in service delivery management or similar roles. Highlight specific examples where you've successfully improved service delivery, managed KPIs, or worked within a regulatory framework, especially in financial services.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle service delivery challenges. Think of examples from your past where you had to overcome obstacles or implement improvements in service management.
✨Demonstrate Communication Skills
Effective communication is crucial for this role. Be ready to explain how you would communicate with stakeholders and report on service performance. Practice articulating your thoughts clearly and confidently, as this will reflect your ability to lead service reviews and manage client relationships.
