Service Delivery Management Analyst Lead

About the role

You will lead service delivery management for a portfolio of premium, client-facing accounts, ensuring exceptional service and operational coordination. Acting as the primary point of contact, you will manage communication, escalations, and service performance across internal teams.

Responsibilities

• Serve as the primary point of contact for a portfolio of assigned premium clients
• Deliver high-touch, client-facing service aligned to elevated service expectations
• Cookordination across infrastructure, operations, CX, and internal teams to resolve client issues
• Manage escalations, ensuring timely updates, ownership, and resolution accountability
• Troubleshoot service concerns by identifying root ownership and driving resolution paths
• Communicate service status, incidents, and updates clearly and proactively to clients
• Develop and deliver recurring client reports (weekly, biweekly, monthly) on service performance
• Maintain strong, fast-paced communication across multiple stakeholders and teams
• Build trusted client relationships through responsiveness, transparency, and consistent delivery

Requirements

• Experience in service delivery, client management, or operations coordination roles
• Strong client-facing communication skills with ability to manage executive-level interactions
• Proven ability to manage escalations and drive resolution across cross-functional teams
• Experience coordinating technical and operational teams without direct authority
• Strong problem-solving skills with ability to quickly assess issues and determine next steps
• Able to manage multiple clients, priorities, and communications simultaneously
• Bachelor’s degree or equivalent combination of education and relevant experience

Preferred Qualifications

• Experience supporting financial services, treasury services, or banking operations
• Familiarity with service management tools and incident tracking platforms
• Experience working in high-touch or premium client service environments
• Knowledge of service level agreements and performance management practices

What We Offer You

• Opportunities to make an impact in fintech
• Personal and professional learning
• Inclusive, diverse work environment
• Resources to give back to your community
• Competitive salary and benefits