Senior Service Delivery Manager

At ITRS, we make society’s critical technology work. Our mission is to deliver automated and holistic IT observability solutions that safeguard critical applications and enable innovation. We are the only monitoring and observability platform designed for the most demanding and regulated industries — trusted by 90% of Tier 1 capital markets firms.  

We believe when our team thrives, so do our customers. With us, you’ll find: 

• A culture that backs you – We’re proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.  

• Work that matters – Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks. 

• Room to grow – Whether you're starting your career or bringing years of experience, we’re committed to your development. Just ask our team members who’ve been excelling here for 10+ years. 

With headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact tech business with the stability of a private equity–backed global partner. 

Scope of role

ITRS is seeking an experienced Senior Service Delivery Manager to lead and elevate the delivery of our Managed Services for strategic enterprise clients. This senior leadership role requires a seasoned professional who can drive service excellence, mentor delivery teams, and help shape the strategic direction of our managed services operations within a demanding financial services environment.

In this role, you will take ownership of our most complex and high-value client accounts, ensuring ITRS products are optimally configured, continuously available, and delivering maximum business value. You will act as a trusted advisor to senior stakeholders, drive service innovation, and set the benchmark for service delivery excellence across the Managed Services organisation.

What You'll Do:

Strategic Client Leadership

• Own and manage end-to-end relationships with strategic enterprise clients, acting as the primary contact for senior stakeholders.
• Develop strategic account plans that align ITRS services with client objectives and identify opportunities for growth and optimisation.
• Conduct executive business reviews to present service performance, recommendations, and future roadmaps.
• Anticipate client needs and proactively position ITRS as a strategic partner.
• Build strong client relationships that drive advocacy, retention, and account expansion.

Service Delivery Excellence

• Lead complex service delivery engagements across multiple teams and global locations.
• Oversee critical incident management, coordinating response teams and stakeholder communications.
• Ensure ITRS monitoring infrastructure remains operational, optimised, and aligned with client requirements.
• Maintain compliance with SLAs, SoWs, and contractual commitments.
• Drive continuous service improvement through data-driven analysis and Service Improvement Plans (SIPs).

Performance Management & Governance

• Establish and monitor service performance metrics that demonstrate operational excellence and client value.
• Conduct advanced service analytics and trend analysis to identify optimisation opportunities.
• Lead governance activities including change advisory boards and risk management forums.
• Implement quality assurance frameworks to ensure consistent service delivery.
• Support financial performance through effective resource planning and service profitability management.

Team Leadership & Development

• Build, lead, and mentor high-performing delivery teams across regions.
• Support recruitment and development of talent to maintain strong technical and delivery capabilities.
• Foster a culture of innovation, accountability, and client-centric delivery.
• Mentor junior Service Delivery Managers and team members to strengthen organisational capability.
• Optimise resource allocation across accounts and projects.

Cross-Functional Collaboration

• Partner with Sales, Pre-Sales, and Professional Services on strategic opportunities and client onboarding.
• Collaborate with Product Management to share client feedback, feature requests, and market insights.
• Work closely with Engineering teams on technical escalations and product improvements.
• Engage with Finance and Legal on contract management, SOW development, and commercial discussions.
• Coordinate with global teams across London, New York, Manila, Singapore, Chennai, and Mumbai.

Requirements

What We're Looking For:

Strategic & Commercial Expertise

• Ability to translate business objectives into service delivery strategies and long-term roadmaps.
• Strong understanding of financial services industry challenges and trends.
• Commercial awareness including service profitability, account growth, and contract management.

Executive Communication

• Strong presentation and communication skills when engaging with senior stakeholders.

• Ability to influence client decisions, manage expectations, and resolve complex issues.

Technical & Delivery Knowledge

• Solid understanding of monitoring technologies and enterprise IT environments.

• Experience managing service delivery in complex, time-sensitive environments.
• Ability to participate in technical discussions and guide architectural decisions.

Leadership & Team Development

• Proven experience building, leading, and developing high-performing teams.

• Strong change management and organisational leadership capabilities.
• Excellent stakeholder management and conflict resolution skills.

Benefits

• Health insurance with Care
• Provident Fund
• Group personal accident policy
• Generous leave entitlements

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.