Service Delivery Manager

Overview

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. The Service Delivery Manager role offers the opportunity to build and maintain strong relationships with leading financial services organizations while overseeing daily client engagement, operational performance, and service delivery reporting. Customer success is at the heart of everything we do, and you will play a key role in ensuring clients receive exceptional service, trusted advice, and measurable value from our partnership.

Responsibilities

• Manage client engagements throughout the service delivery lifecycle, ensuring a seamless and positive client experience.
• Foster strong relationships with clients at all levels, from daily users through to senior decision‑makers and executive stakeholders.
• Ensure high‑quality service delivery and operational performance in line with established standards, policies, and procedures.
• Monitor, analyze, and report on service delivery metrics, driving continuous improvement and client satisfaction.
• Coordinate and support the resolution of client inquiries, service issues, and delivery‑related projects.
• Develop a deep understanding of client business objectives, operational priorities, and product requirements to deliver maximum value.
• Proactively identify opportunities to improve service, increase product adoption, reduce client downtime, and enhance the overall client experience.
• Partner closely with Sales, Product, and Support teams to demonstrate value, strengthen client partnerships, and identify opportunities for growth.
• Maintain a strong understanding of industry trends, financial markets, and product enhancements to effectively support client needs.
• Capture and advocate for client feedback, helping drive operational improvements and influence future product development.
• Act as a trusted advisor to clients, promoting long‑term partnership, retention, and success.

Qualifications

• Working knowledge of financial services, capital markets, or related financial technology sectors.
• Minimum of 2 years' experience in Service Delivery, Client Success, Account Management, Project Management, or a related client‑facing role within financial services, fintech, or technology.
• Demonstrated customer‑first mindset with a passion for delivering exceptional client outcomes.
• Strong relationship management skills with the ability to engage and influence stakeholders at all levels, including senior decision‑makers.
• Self‑motivated and proactive, with a willingness to seek solutions and continuously expand knowledge and expertise.
• Comfortable working within a fast‑paced, dynamic, and occasionally ambiguous environment.
• Strong analytical and problem‑solving capabilities, with the ability to identify issues, manage risks, and drive resolution.
• Excellent written, verbal, and presentation communication skills.
• Strong organizational skills with the ability to manage multiple workstreams, stakeholders, priorities, and deliverables simultaneously.
• Proficiency with Microsoft Office and common business productivity tools.
• Strong documentation, reporting, and service governance skills.
• PMP, PRINCE2, Agile, or equivalent project management certification is highly desirable (or significant practical experience leading client‑facing projects, service delivery initiatives, or operational improvement programs within a financial services or technology environment).

Pay

Anticipated salary range: $135,000 – $145,000 annually. Actual compensation may vary based on candidate’s knowledge, skills, abilities, and geographic location.

Benefits

• Medical coverage
• Dental coverage
• Life insurance
• Paid holidays and vacations
• 401(k) plan with company match