Service Delivery Manager - Financial Services

Role Overview

The Service Delivery Manager oversees the end-to-end delivery of our service to clients, ensuring high-quality execution, strong client satisfaction, and alignment with commercial objectives. The role bridges delivery, client engagement, and commercial support, ensuring that delivery outcomes translate into sustained client value and revenue growth.

Role Requirements

Delivery Management & Execution

• Plan and manage the delivery lifecycle of all projects and services, including defining milestones, timelines, and deliverables
• Monitor delivery progress and proactively identify and resolve risks or issues
• Ensure delivery meets agreed quality standards and client expectations
• Act as the central point of coordination between clients, commercial teams, and internal delivery teams
• Communicating with stakeholders, including team members, clients, and other stakeholders, to ensure that everyone is informed about the progress of relevant projects
• Manage and monitor development change requests (time/cost estimates, implementation, tracking).
• Provide regular status updates to stakeholders (internal & external).

Financial & Reporting Oversight

• Manage the commercial team revenue budget, including billing management, and track team performance against targets
• Prepare and distribute client-facing and internal performance reports

Client Service & Issue Resolution

• Act as an escalation point for client queries, complaints, and service issues
• Ensure timely resolution while maintaining high levels of client satisfaction
• Work closely with delivery and commercial teams to prevent recurring issues
• Report project outcomes and/or risks to the appropriate management channels when needed — escalating issues as necessary based on project work plans

Market & Industry Insight

• Conduct industry and client research to understand:

o Market trends o Client needs

o Emerging risks and opportunities

• Feed insights back into product, delivery, and commercial strategies

Administrative & Operational Support

• Assist in executing annual price increases, client communications, and contract renewals
• Provide ad hoc support to Commercial Managers and the broader team where required
• Ensure all supporting processes are documented
• SLA performance management supporting Commercial managers
• Participate in customer meetings, workshops, and weekly calls.

Qualifications & Experience

• Project Management certification (IPMA, Prince2, Agile, etc.)
• Advanced proficiency in MS Office (Project, Word, Excel, PowerPoint, Visio)
• 3–5 years of experience in project management (technical or customer-facing).
• Prior exposure to the Financial Services sector is advantageous.
• Exceptional organisational and communication skills, with a strong focus on achieving results.
• Proven ability to manage projects, collaborate effectively across departments, and resolve challenges efficiently.
• Strong analytical mindset
• Skilled at analysing risks, estimating timelines, and delivering against deadlines

Non-Technical Skills

• Demonstrated ownership mindset with a proactive and accountable approach to responsibilities
• Clear, persuasive communicator with excellent interpersonal skills, able to maintain a friendly, professional manner when liaising with clients, even in challenging situations
• Strong ability to multitask and manage multiple projects simultaneously.
• Experience working in cross matrix environments (operations, technical, customer service).
• Excellent communication, coordination, and presentation skills.
• Extremely high levels of confidentiality and integrity
  

What we offer

• Market-related salary
• Provident Fund
• 25 days Leave
• Hybrid working model

Company Overview

Lightstone is an intelligent solutions company with strong, industry-specific expertise and core capabilities in data management, GIS, analytics, and software development. We specialize in delivering integrated online knowledge solutions, batch and real-time data quality solutions, and a broad range of geospatial and analytical projects to property, business-to-consumer, government, and financial services clients. We hire exceptional people and provide them with an environment where they can excel. Our non-corporate culture encourages flexibility, collaboration, and innovation. We pride ourselves on our core values, which are Encourage Participation, Respond to Changing Needs, and Win Together, which are reflected in each development, project, product, or service we undertake to deliver.