Onshore Service Delivery Manager

About Client:
The client is a global consulting, technology, and digital firm specializing in the financial services industry. Established in 2001, the company provides innovative solutions to help clients navigate digital transformation, enhance operational efficiency, and achieve strategic objectives. With a focus on banking, capital markets, and insurance, it leverages cutting-edge technologies such as blockchain, artificial intelligence, and data science to deliver customized IT solutions and business consulting services.
The company's commitment to innovation, combined with its industry expertise, positions it as a leader in driving technological advancements and helping financial institutions stay competitive in a rapidly evolving market.



Salary Range: $150K-$170K/Annum



Job Description:

• We are seeking a highly experienced Onshore Service Delivery Manager with 12 15 years of proven expertise in IT service delivery and stakeholder engagement.
• In this senior role, you will ensure seamless execution of service commitments, foster operational excellence, and drive client satisfaction across large, complex accounts.
• As the primary point of contact, you will lead stakeholder management efforts, build trusted relationships across organizational levels, and champion cross-functional collaboration to support strategic business objectives.

Responsibilities:
Service Delivery & Operations:

• Direct end-to-end delivery of contracted services across multiple business units, ensuring outstanding performance against SLAs, KPIs, and client expectations. Proactively monitor metrics, lead problem resolution, and drive continuous service quality improvement.

Stakeholder Management:

• Proactively engage and influence senior client stakeholders, internal leaders, and cross-functional teams to understand business priorities, manage expectations, and facilitate effective collaboration.

Operational Excellence:

• Lead large-scale, cross-functional initiatives to optimize service delivery processes, implement best practices, and achieve operational efficiencies.

Escalation & Issue Management:

• Manage complex service escalations and issues, ensuring swift resolution and clear, timely communication with all relevant parties.

Governance & Reporting:

• Oversee regular service reviews, prepare executive-level reports, and ensure strict compliance with contractual and regulatory requirements.

Strategic Planning & Support:

• Contribute to account strategy and planning, identify opportunities for service enhancement, and support proposal preparation, renewals, and transformation projects.

Change & Transition Management:

• Lead clients and teams through service transitions, process changes, and digital transformation initiatives, ensuring high adoption and minimal disruption.

Team Leadership:

• Lead, mentor, and develop high-performing service delivery teams, fostering a culture of operational excellence and collaboration.

Required Skills:

• Bachelor s or Master s degree in Business Management, Information Technology, or a related field.
• 12 15 years of progressive experience in IT service delivery management, stakeholder management, or related roles.
• Extensive experience in P&C domain
• Demonstrated success overseeing complex IT services for enterprise clients and managing senior stakeholder relationships at various organizational levels.
• Extensive experience delivering multifaceted services and projects, maintaining high quality and compliance standards.
• Mastery of ITIL practices, SLA management, and operational risk/compliance.
• Strong organizational, analytical, and problem-solving skills.
• Outstanding communication, negotiation, and executive presentation skills.
• Proven leadership skills with experience directing and developing large, multi-disciplinary teams.
• Proficiency in service management systems, executive reporting, and governance tools.

Preferred qualification:

• ITIL, PMP, or similar service management certifications.
• Experience in digital transformation, consulting, or technology-enabled service environments.
• Knowledge of cloud, automation, or emerging technology trends in service delivery.
• Experience with global delivery models and multi-location operations.
• Understanding of contract management and financial oversight.

Key Competencies:

• Exceptional stakeholder management and relationship-building abilities.
• Strong strategic thinking and operational discipline.
• Leadership with a solution-oriented, continuous improvement mindset.
• Resilience and adaptability in dynamic business environments.

About ApTask:
ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-owned company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.

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