About the role

We are looking for an experienced Service Delivery Manager to lead multiple Team Leaders across operational workstreams in a fast-paced, regulated financial services environment. This is a senior leadership role focused on performance, accountability, and delivering measurable business results.

What you'll do

• Lead and develop multiple Team Leaders across operational workstreams
• Own service delivery performance; KPIs, SLAs, and quality standards
• Monitor performance data to identify trends, risks, and improvement opportunities
• Act as escalation point for complex operational and stakeholder issues
• Drive change initiatives with measurable impact
• Ensure full compliance with regulatory requirements and internal policies
• Report and present clear operational insights to senior management

What we're looking for

• Proven experience in a Service Delivery Manager or similar leadership role
• Strong experience managing Team Leaders or multiple teams
• Track record of delivering against KPIs, SLAs, and operational targets
• Strong coaching, leadership, and stakeholder management skills
• Excellent analytical and problem-solving capabilities
• Background in debt solutions, collections, or financial services preferred
• Proficiency in MS Excel and reporting tools