Job Description

About the Company

We are a global investment banking and digital financial infrastructure institution supporting capital markets, asset management, trading platforms, wealth advisory systems, and cross-border financial operations across 45+ countries.

Our enterprise technology ecosystem processes billions of real-time transactions daily across trading systems, payment networks, cybersecurity frameworks, regulatory reporting engines, and mission-critical data platforms.

In a highly regulated, always-on financial environment where downtime directly impacts global markets, IT service reliability is a business imperative, not an operational afterthought.

We are seeking a highly disciplined and strategically minded IT Service Delivery Manager to oversee enterprise IT service performance, vendor governance, SLA management, and operational resilience across global financial platforms.

This is not a helpdesk oversight role. This is a mission-critical service governance leadership position.

Job Function

The IT Service Delivery Manager will lead end-to-end service delivery governance across infrastructure, applications, cloud services, cybersecurity systems, and enterprise platforms. The role ensures consistent SLA adherence, operational continuity, incident management excellence, and continuous service improvement within a global banking environment.

Essential Duties and Responsibilities

• Oversee global IT service delivery operations supporting trading, payments, and enterprise systems

• Manage SLAs, OLAs, and KPIs across internal teams and third-party vendors

• Lead incident, problem, and change management processes under ITIL frameworks

• Ensure high-availability standards for mission-critical financial systems

• Coordinate major incident response and root cause analysis initiatives

• Drive continuous service improvement (CSI) programs across global regions

• Monitor performance metrics and produce executive-level operational dashboards

• Oversee vendor governance and contract compliance

• Manage IT service transition processes for new technology implementations

• Align cloud service delivery performance with enterprise resilience standards

• Partner with cybersecurity teams to ensure secure service operations

• Ensure regulatory compliance in IT operational processes

Strategic Support

• Advise executive leadership on service risk exposure and mitigation strategies

• Support digital transformation initiatives and cloud migration programs

• Align IT service operations with enterprise risk and compliance frameworks

• Participate in disaster recovery and business continuity planning

• Contribute to cost optimization and service efficiency initiatives

• Support M&A integration of IT service environments

Job Qualifications and Requirements

• 8–12+ years of progressive IT service management experience

• 4+ years within financial services, banking, or regulated industries preferred

• Strong expertise in ITIL-based service management frameworks

• Experience managing global SLAs in 24/7 mission-critical environments

• Knowledge of cloud platforms (AWS, Azure, GCP) and hybrid infrastructure

• Proven experience handling major incidents in high-availability systems

• Strong vendor management and contract governance skills

• Experience with service management tools (ServiceNow, BMC, Jira Service Management)

• Bachelor’s degree in Information Technology, Computer Science, or related field

• ITIL certification required; additional certifications (PMP, CISSP, or cloud certifications) preferred

Personal Capabilities and Qualifications

• Calm and decisive under high-pressure outage scenarios

• Strong analytical and problem-solving skills

• Executive-level communication and reporting capability

• close attention to detail and governance discipline

• Strong cross-functional collaboration skills

• Accountability-driven mindset

• Resilience in fast-paced financial environments

• Continuous improvement orientation

Working Conditions

• Hybrid work model with global coordination responsibilities

• Participation in 24/7 on-call leadership rotation (as needed)

• High-accountability role tied to system uptime and operational KPIs

• Interaction with senior technology and business stakeholders

• Fast-paced financial services environment

Compensation & Benefits

Total Compensation Package: $140,000 – $233,000 USD

Compensation Includes:

• Competitive base salary within stated range

• Performance-based annual bonus

• Comprehensive health, dental, and vision coverage

• Retirement savings plan with employer match

• Professional certification sponsorship

• Hybrid flexibility and commuter benefits

• Generous PTO and global holiday schedule

• Employee wellness and mental health programs

Why Join Us

• Lead IT service governance within a global financial powerhouse

• Operate in a mission-critical environment impacting capital markets

• Partner with world-class cybersecurity and cloud engineering teams

• Competitive compensation aligned with enterprise impact

• Career growth within global technology leadership pathways

• Opportunity to drive operational excellence in a highly regulated industry