Service Delivery Manager - Commercial Services

Position Summary

The Service Delivery Manager is responsible for leading the Commercial Services Service Delivery team, ensuring exceptional client support and operational excellence across onboarding, Level 2 (L2) support, and service delivery functions. This role oversees a team responsible for resolving complex client issues, facilitating implementation and onboarding of treasury management products, and supporting cross-functional initiatives related to product and project management. The ideal candidate is a customer-focused leader with experience managing service operations, improving processes, and partnering across Sales, Product, Operations, and Technology to deliver an outstanding client experience.

Key Responsibilities

• Leadership & Team Management
  • Lead, coach, and develop the Service Delivery team responsible for L2 support, treasury product onboarding, and operational service delivery.
  • Establish performance expectations and provide regular feedback to ensure high-quality service and employee development.
  • Foster a culture of accountability, collaboration, continuous improvement, and customer-first service.
• Service Delivery & Customer Support
  • Oversee the resolution of escalated Level 2 customer support issues, ensuring timely and effective problem resolution.
  • Monitor support queues and team workloads to ensure service level agreements (SLAs) are consistently achieved.
  • Drive exceptional customer service by identifying trends, addressing root causes, and implementing proactive solutions.
• Treasury Product Onboarding
  • Manage the end-to-end onboarding process for treasury management products and services.
  • Ensure new client implementations are completed accurately, efficiently, and in accordance with established timelines.
  • Partner with clients, Sales, Operations, and Product teams to deliver a seamless onboarding experience.
• Operational Excellence & Process Improvement
  • Analyze support and onboarding metrics to identify opportunities for operational efficiencies and improved client experiences.
  • Develop reporting and dashboards that provide visibility into team performance, service quality, onboarding timelines, and operational trends.
  • Lead continuous improvement initiatives to streamline workflows, reduce risk, and enhance service delivery.
• Cross-Functional Partnership
  • Collaborate closely with Product Management to provide customer feedback, identify enhancement opportunities, and support product releases.
  • Partner with Sales and Relationship Management teams to ensure a consistent and positive client experience throughout the customer lifecycle.
  • Support broader departmental initiatives, including product launches, operational projects, and process improvement efforts.
• Governance & Compliance
  • Ensure team adherence to internal policies, procedures, regulatory requirements, and risk management standards.
  • Develop, maintain, and continuously improve operational documentation, process guides, and standard operating procedures for treasury products.
  • Promote operational consistency through documentation, training, and knowledge management.