Service Delivery Manager

About us

InvestSuite is a fast-growing global B2B embedded wealth (front-to-middleware) InvestTech provider. We help financial institutions realize their digital wealth transformation journey and together create the most delightful investing experiences for their customers. We have 15 nationalities building in "international DNA" and clients on 4 continents. We are a place where bankers, creative designers, imagineers, mathematicians, computer & behavioral scientists meet. We are builders and growers, obsessed with innovation and the construction of exciting products that benefit the clients of our clients. We are excited to work at the crossroads of ‘the markets’, investing, economics, deep science (AI & machine learning), finance, design and the digital world. Can there be anything more challenging?

Who are we looking for

We are looking for an experienced Head of Service Delivery to lead and scale our service operations function. You will own the post-development lifecycle of our products - from deployment and monitoring to incident management and SLA governance and oversight - ensuring smooth, reliable, and continuously improving service experiences.

You will play a key role in our next growth phase by introducing AI-driven automation across service delivery workflows, improving both speed and scalability. This is a strategic leadership role that combines operational excellence, technical understanding, and customer-centricity. 

Main responsibilities

• Service Delivery & Client Governance

  • Own Service Delivery for a portfolio of strategic corporate clients

  • Act as the single point of accountability for service quality, stability, and commitments

  • Manage SLAs at a governance level, ensuring compliance and continuous improvement

  • Lead service reviews, QBRs, and service health reporting

  • Act as senior escalation point for major incidents, releases, and critical service risks

  • Maintain strong, trusted relationships with client stakeholders, including senior and executive levels

• Technical Project & Delivery Management

  • Own and coordinate service-related delivery initiatives (deployments, upgrades, migrations, major changes)

  • Build and manage delivery plans, timelines, dependencies, and risks

  • Coordinate cross-functional teams

  • Ensure operational readiness ahead of releases and major changes

  • Translate technical constraints into clear client-facing commitments and communication

• Continuous Improvement & Product Contribution

  • Lead service-level root cause analysis following major incidents

  • Identify systemic issues and drive long-term corrective actions

  • Feed operational and client insights into product roadmap and prioritization

  • Improve service reliability, scalability, and predictability over time

• Governance, Leadership & Operations

  • Define and maintain service delivery standards, KPIs, and reporting

  • Collaborate closely with Service Desk

  • Own service delivery budgeting, resource planning, and vendor governance

  • Support strategic initiatives and service transformations
    

Target profile & traits

• You are highly driven and committed — you deliver high-quality service.

• You are solution-minded — you avoid politics and find effective ways to get the job done.

• You are direct and open — always willing to share and speak your mind.

• You are smart and creative — you find original ways to get things done and accomplish goals.

• You are customer-centric — you seek to delight customers and users with all your work.

• You are quality-minded — you deliver top quality and expect the same from others.

• You are naturally curious — you crave new knowledge and best practices in your field.
  

Required skills & experience

• Previous working experience in B2B Service Delivery for a minimum of 5 years 

• Experience leading cross functional teams and mana