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For Companies At a Glance
- Tasks: Manage IT service delivery and build strong relationships with internal clients.
- Company: Join Fidelity International, a leader in financial services with over 50 years of experience.
- Benefits: Enjoy flexible working, comprehensive benefits, and a focus on your wellbeing and development.
- Why this job: Be part of a diverse team that values inclusivity and drives continuous improvement in service delivery.
- Qualifications: Experience in service delivery management, strong analytical skills, and familiarity with regulatory frameworks preferred.
- Other info: This role offers opportunities for professional growth and the chance to make a real impact.
The predicted salary is between 36000 - 60000 £ per year.
Service Delivery Manager
Fidelity International Hull, United Kingdom
Fidelity International Hull, United Kingdom
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.
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Service Delivery Manager | Hull, UK employer: Fidelity International
Contact Detail:
Fidelity International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager | Hull, UK
✨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 the financial services regulatory environment, particularly DORA and FCA regulations. This knowledge will be crucial in showcasing your ability to navigate compliance issues effectively during discussions with potential employers.
✨Tip Number 3
Network with professionals in the service delivery and IT management sectors, especially those who work within financial services. Engaging with industry peers can provide valuable insights and potentially lead to referrals for job opportunities at Fidelity International.
✨Tip Number 4
Prepare to discuss your experience with data management and reporting tools like PowerBI or ServiceNow. Being able to articulate how you've used these tools to drive service improvements will set you apart from other candidates.
We think you need these skills to ace Service Delivery Manager | Hull, UK
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: Write a cover letter that showcases your passion for service delivery and your understanding of the financial services sector. Mention specific examples of how you've improved service delivery in previous roles and how you can contribute to Fidelity's goals.
Highlight Relevant Certifications: If you have certifications like ITIL or experience with data management tools such as PowerBI or ServiceNow, make sure to include these in your application. This will demonstrate your commitment to best practices in service management.
Showcase Your Analytical Skills: In your application, emphasise your experience with analysing service statistics and data. Provide examples of how you've used this analysis to drive improvements in service delivery and customer satisfaction.
How to prepare for a job interview at Fidelity International
✨Understand the Role Thoroughly
Before your interview, make sure you have a solid understanding of the Service Delivery Manager role. Familiarise yourself with the responsibilities outlined in the job description, especially around managing service delivery and stakeholder communication.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific scenarios related to service delivery management. Prepare examples from your past experience where you've successfully managed service delivery, improved processes, or handled difficult situations with clients.
✨Showcase Your Analytical Skills
Since the role involves analysing performance data and identifying areas for improvement, be ready to discuss how you've used data in previous roles. Bring examples of KPIs or SLAs you've worked with and how you’ve driven improvements based on that data.
✨Demonstrate Your Relationship-Building Skills
The ability to build strong relationships with internal clients is crucial. Be prepared to discuss how you've established and maintained relationships in the past, and how you plan to do so in this role.
