Service Delivery Management

• Own and manage end-to-end service delivery for all platform services.
• Ensure operational services meet agreed service levels and business expectations.
• Monitor service performance and operational KPIs.
• Coordinate service improvement initiatives.
• Maintain operational readiness across all platform environments.
• Ensure operational procedures are followed consistently.

Operational Leadership

• Lead and coordinate day-to-day operational activities.
• Manage workload prioritization across support teams.
• Coordinate activities between Operations, DevOps, QA, Data Management, and Development teams.
• Ensure effective resource utilization.
• Support operational planning and staffing activities.
• Promote operational excellence and continuous improvement.

Incident Management Oversight

• Lead major incident management activities.
• Coordinate cross-functional incident response.
• Ensure timely communication during incidents.
• Escalate critical issues to management when required.
• Oversee root cause analysis and corrective action plans.
• Monitor recurring operational issues and improvement opportunities.

Stakeholder Management

• Serve as the primary operational contact for business stakeholders.
• Coordinate communication between business and technology teams.
• Provide operational status updates and service reports.
• Manage stakeholder expectations during incidents and service disruptions.
• Support governance meetings and service review sessions.

Audit & Compliance Coordination

• Coordinate internal and external audit activities.
• Support regulatory reviews and inspections.
• Ensure operational controls are properly documented and maintained.
• Track remediation of audit findings.
• Support compliance-related operational requirements.
• Maintain evidence required for operational audits.

Knowledge Transfer & Transition Management

• Coordinate knowledge transfer activities from development and vendor teams.
• Ensure operational procedures are documented and maintained.
• Build operational capability within local support teams.
• Support transition of responsibilities from implementation teams to operations teams.
• Maintain operational knowledge repositories and support documentation.

Operational Governance

• Maintain operational policies, procedures, and standards.
• Ensure operational risks are identified and managed.
• Support disaster recovery and business continuity activities.
• Coordinate operational readiness reviews.
• Participate in change management and release governance processes.

Reporting & Metrics

• Prepare operational and service delivery reports.
• Monitor SLA and KPI performance.
• Track incident trends and service quality metrics.
• Present operational performance to management.
• Identify opportunities for service improvement based on operational data.

Education

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Engineering, or related field.

Required Experience

• 5+ years of experience in IT operations, service delivery, production support, or technology operations.
• 2+ years of experience managing operational teams or service delivery functions.
• Experience working in regulated environments.
• Experience managing production services with business-critical availability requirements.

Experience in banking, financial services, securities, capital markets, or fintech is strongly preferred.

Technical Knowledge

IT Service Management

Strong understanding of:

• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Release Management
• Service Level Management

Operational Support

Knowledge of:

• Production support processes
• Operational monitoring
• Application support
• Infrastructure support
• Disaster recovery processes
• Business continuity planning

Governance & Compliance

Understanding of:

• Audit requirements
• Access control processes
• Operational risk management
• Regulatory compliance
• Security controls

Reporting & Analytics

Ability to:

• Analyze service performance metrics
• Prepare management reports
• Track operational KPIs
• Identify operational trends and risks

Leadership Competencies

Team Leadership

• Ability to lead cross-functional teams.
• Ability to coordinate multiple operational activities simultaneously.
• Strong organizational skills.
• Ability to prioritize effectively under pressure.

Stakeholder Management

• Strong communication and relationship management skills.
• Ability to communicate with both technical and business stakeholders.
• Ability to manage expectations during service disruptions.

Decision Making

• Ability to make operational decisions quickly.
• Strong risk assessment capability.
• Ability to balance service quality, operational risk, and business priorities.

Ownership & Accountability

• Strong sense of responsibility for service outcomes.
• Commitment to operational excellence.
• Ability to drive issue resolution to completion.

Success Indicators

The Operations Lead / Service Delivery Manager will be considered successful when:

• Platform services consistently meet agreed service levels.
• Major incidents are managed effectively and resolved within target timelines.
• Operational teams work efficiently and collaboratively.
• Stakeholders are satisfied with service quality and communication.
• Audit findings are minimized and remediated promptly.
• Knowledge transfer activities successfully reduce dependency on external teams.
• Operational documentation remains complete and current.
• Service risks are proactively identified and mitigated.
• The platform operates reliably with minimal business disruption.

Preferred Experience

Experience with any of the following is considered highly advantageous:

• Securities trading platforms
• Securities depository systems
• Capital markets operations
• OTC trading operations
• Banking platforms
• ITIL-based service management
• Vendor management
• Production support organizations
• Knowledge transfer and transition programs

Reporting Line

The Operations Lead / Service Delivery Manager acts as the operational owner of the platform and is responsible for coordinating the following support functions:

• Data Management
• DevOps & Infrastructure Support
• Quality Assurance
• System Administration & Access Management
• Vendor Support Teams
• Business Operations Representatives