Service Delivery Manager, Director

As a Service Delivery Manager, Director, you will be responsible for leading and delivering complex technology services at scale. You will shape and drive the service strategy across the commercial lending technology function to enhance service quality and customer experience. Your role will involve steering continuous improvement initiatives, ensuring operational excellence, and embedding stability across the technology landscape. This position is at the director level. Key Responsibilities: - Own end-to-end technology service delivery for core commercial lending platforms, ensuring resilience, availability, and rapid incident resolution in line with agreed SLAs and OLAs. - Lead and govern multiple Agile Release Trains (ARTs), managing cross-domain dependencies and optimizing delivery flow using SAFe Agile and DevOps principles. - Define measurable service KPIs, performance dashboards, and governance frameworks in collaboration with SROs and technology executives to drive accountability and transparency. - Establish and enforce comprehensive service delivery frameworks, such as ITIL-based processes, risk management regimes, and compliance controls tailored for commercial lending technology. - Drive continuous improvement through data-driven insights, root cause analyses, and proactive capacity planning to meet evolving business and regulatory needs. - Manage financial planning, budgeting, and cost optimization for the service portfolio, ensuring investments deliver measurable business value and technology innovation. - Champion automation adoption through monitoring tools and advanced analytics to enhance incident management, change control, and service quality assurance. - Act as the senior escalation point for critical service disruptions, orchestrating cross-functional recovery efforts while balancing rapid response with thorough risk assessment. Qualifications Required: - Expertise in leading technology service delivery in complex commercial lending or financial services environments at a senior or director level. - Strong background in service management frameworks (ITIL, COBIT) and experience with commercial lending platforms and associated technology stacks. - Proven capability in managing large-scale ARTs and driving agile maturity across multiple technology teams using SAFe or equivalent scaled agile frameworks. - Demonstrable success working alongside SROs, executive stakeholders, and governance bodies to define, track, and report on service delivery metrics and risk indicators. - Deep understanding of technology operations, incident and problem management, change control, and service continuity best practices. - Experience in financial stewardship of technology services including budgeting, forecasting, and cost control aligned to business outcomes. - Excellent communication skills with the ability to translate complex technical concepts and service performance data into clear, actionable insights for diverse audiences. As a Service Delivery Manager, Director, you will be responsible for leading and delivering complex technology services at scale. You will shape and drive the service strategy across the commercial lending technology function to enhance service quality and customer experience. Your role will involve steering continuous improvement initiatives, ensuring operational excellence, and embedding stability across the technology landscape. This position is at the director level. Key Responsibilities: - Own end-to-end technology service delivery for core commercial lending platforms, ensuring resilience, availability, and rapid incident resolution in line with agreed SLAs and OLAs. - Lead and govern multiple Agile Release Trains (ARTs), managing cross-domain dependencies and optimizing delivery flow using SAFe Agile and DevOps principles. - Define measurable service KPIs, performance dashboards, and governance frameworks in collaboration with SROs and technology executives to drive accountability and transparency. - Establish and enforce comprehensive service delivery frameworks, such as ITIL-based processes, risk management regimes, and compliance controls tailored for commercial lending technology. - Drive continuous improvement through data-driven insights, root cause analyses, and proactive capacity planning to meet evolving business and regulatory needs. - Manage financial planning, budgeting, and cost optimization for the service portfolio, ensuring investments deliver measurable business value and technology innovation. - Champion automation adoption through monitoring tools and advanced analytics to enhance incident management, change control, and service quality assurance. - Act as the senior escalation point for critical service disruptions, orchestrating cross-functional recovery efforts while balancing rapid response with thorough risk assessment. Qualifications Required: - Expertise in leading technology service delivery in complex commercial lending or fi