Service Delivery Manager

At ITRS, we make society’s critical technology work. Our mission is to deliver automated and holistic IT observability solutions that safeguard critical applications and enable innovation. We are the only monitoring and observability platform designed for the most demanding and regulated industries — trusted by 90% of Tier 1 capital markets firms.

We believe when our team thrives, so do our customers. With us, you’ll find:

• A culture that backs you – We’re proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.

• Work that matters – Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks.

• Room to grow – Whether you're starting your career or bringing years of experience, we’re committed to your development. Just ask our team members who’ve been excelling here for 10+ years.

With headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact tech business with the stability of a private equity–backed global partner.

Scope of Role

Our clients rely on ITRS Managed Services to ensure their monitoring infrastructure remains operational, optimized, and continuously evolving to meet their business needs. As a Service Delivery Manager (SDM), you will play a key role in ensuring ITRS products are properly configured, maintained, and delivering maximum value to our clients.

The Managed Services team operates in a fast-paced financial services environment, supporting global clients and complex technical infrastructures. You will work closely with teams across New York, London, Singapore, and Manila, providing support, troubleshooting issues, implementing changes, and delivering enhancements to client monitoring environments.

In this role, you will act as the primary point of contact for clients, ensuring services are delivered in line with the agreed Managed Services Scope of Work (SoW) and that service performance meets our quality standards.

Please note: Managed Services operates on a 24/7 shift rotation, with most shifts scheduled during weekdays.

What You'll Do:

Client Relationship Management

• Act as the primary ITRS contact for assigned clients, ensuring strong and positive relationships.
• Provide regular updates on service delivery and respond to client inquiries and concerns.
• Understand client requirements and ensure services are aligned with their operational needs.

Service Delivery Coordination

• Oversee the delivery of managed services and coordinate activities across multiple technical teams.
• Ensure services are delivered efficiently and within agreed timelines.
• Manage service requests, configuration changes, and enhancement initiatives.

Service Performance & Reporting

• Monitor service performance and identify opportunities for improvement.
• Ensure compliance with Service Level Agreements (SLAs) and contractual commitments.
• Prepare and deliver regular reports on service performance including SLAs, KPIs, and client satisfaction metrics.

Team Leadership & Resource Management

• Support the development of high-performing teams through mentoring, clear objectives, and regular 1-to-1 meetings.
• Manage shift schedules to ensure appropriate client coverage and service availability.
• Foster a positive and collaborative team environment.

Continuous Service Improvement

• Drive continuous improvement initiatives by implementing Service Improvement Plans (SIPs).
• Analyse service trends and identify opportunities to enhance operational efficiency and client value.

Requirements:
What We're Looking For:

• 5+ years of Service Delivery Management experience with strong client relationship management skills.
• 8+ years in client-facing roles, ideally within financial services or technology vendors.
• 3+ years experience in technical IT roles.
• Hands-on experience with ITRS Geneos (minimum 12 months).
• Experience working with Linux and Windows operating systems.
• Scripting or automation experience in at least one language such as Bash, Perl, PowerShell, XML, Lua, or Python.
• Familiarity with cloud platforms (AWS, Azure, GCP), containerization (Docker, Kubernetes), and virtualization.
• Solid understanding of databases and SQL.
• Familiarity with IT Service Management frameworks (ITIL) and tools such as ServiceNow or Remedy.
• Excellent written and verbal English communication skills with the ability to simplify complex technical concepts.
• Strong project management and time management skills in fast-paced environments.
• Exposure to business analysis processes.
• Proven track record of continuous improvement initiatives.
• Strong collaboration skills with the ability to build effective relationships across teams.

Benefits:
• Health insurance with Care
• Provident Fund
• Group personal accident policy
• Generous leave entitlements

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.