Service Delivery Manager (EDM US Support)
About the role
Gresham is a global financial services technology company specializing in enterprise data automation. We help financial institutions ensure their operational, regulatory, and management data is complete, accurate, timely, and fully auditable, particularly in complex environments where data is distributed across multiple systems. Our solutions automate data controls, reconciliations, workflows, and exception management, enabling clients to reduce operational risk, strengthen data governance, and enhance confidence in reporting across highly regulated environments.
Job Responsibilities
Leadership & Team Management:
- Lead and develop the US-based Technical Product Support and Service Delivery teams.
- Provide coaching, mentoring, performance management, and career development support.
- Foster a culture of accountability, collaboration, innovation, and customer focus.
- Work closely with global leadership to align support and service delivery strategies.
- Manage team resource planning and workload prioritization.
Technical Support Leadership:
- Oversee the investigation, replication, diagnosis, and resolution of complex client issues.
- Act as an escalation point for critical incidents and major client concerns.
- Ensure timely resolution of support requests in line with agreed service levels.
- Review support trends and drive initiatives to reduce recurring issues.
- Work closely with Product and Development teams to identify software defects and enhancements.
- Ensure knowledge sharing and technical capability development across the team.
Service Delivery Management:
- Own day-to-day service delivery activities across assigned client accounts.
- Manage client communications relating to incidents, changes, upgrades, maintenance activities, and service requests.
- Understand, manage, and prioritize client requirements while aligning internal teams to deliver against expectations.
- Facilitate and lead service reviews, operational reviews, and governance meetings.
- Develop and maintain Client Action Plans, Service Improvement Plans, and Root Cause Analysis documentation.
- Ensure adherence to service level agreements and operational commitments.
Client Relationship Management:
- Build strong trusted relationships with client stakeholders.
- Act as the primary escalation point for service-related client concerns.
- Lead regular client review meetings providing updates on operational performance, incidents, improvements, and future initiatives.
- Promote transparency, accountability, and proactive communication.
- Promote opportunities for service optimization and increased value delivery.
Job Requirements
Bachelor's Degree in Computer Science, Information Technology, Finance, or a related field, or equivalent practical experience.
5+ years of experience in EDM Support, Service Delivery, Technical Implementation, or a related client-facing leadership role.
Experience leading technical support and/or service delivery teams.
Strong understanding of enterprise software support processes and incident management.
Advanced SQL skills and experience troubleshooting database-related issues.
Experience with Microsoft SQL Server and/or Oracle databases.
Experience supporting hosted, SaaS, or cloud-based solutions.
Proven experience managing client relationships in a complex technical environment.
Strong problem-solving and analytical skills.
Excellent verbal and written communication skills.
Preferred Qualifications
Experience working within Financial Services, Capital Markets, Energy, Trade, or Data Management environments.
Knowledge of EDM platform functionality and architecture.
Experience with AWS and cloud-based technologies.
Working knowledge of Active Directory and XML.
Understanding of ITIL Service Management principles.
Experience leading service improvement and operational excellence initiatives.
Project management, Agile, Scrum, or business analysis experience.
Strong commercial awareness and understanding of financial data technologies.