Service Delivery Director

Disclaimer

As part of the transition following the sale by Finastra of the Teciem business, Finastra is supporting Teciem on a temporary basis by managing the end‑to‑end recruitment process for this position, including advertising, candidate outreach, interviews and selection. While certain points of contact in the hiring process will be Finastra staff, the successful candidate will be employed within the Teciem business and will carry out their role solely for Teciem.

The Work We Do

Teciem designs, builds, and delivers treasury and capital markets software solutions for financial institutions worldwide. We serve banks of every size and geography, offering the right setup for the right need. Our solutions replace multiple disconnected systems with a single complete, front‑to‑back platform, helping customers capture trading and business opportunities quickly, clearly and with control. We cover the entire trading lifecycle, ensuring that everything – from execution to position keeping, to risk management – runs smoothly. With decades of experience and one of the largest, most diverse client bases in the industry, we turn deep industry knowledge into software that covers most asset classes, meets complex real‑world treasury and capital market needs, and adapts as markets evolve.

Role Overview

The Cloud Service Delivery Manager is accountable for the strategic and operational delivery of cloud‑based managed services for financial software clients. This role ensures that all client services are delivered efficiently, effectively, and in alignment with Service Level Agreements (SLAs). Operating as a senior leader, the role oversees multi‑cloud service operations, drives service governance, manages executive‑level client relationships, and ensures adherence to stringent regulatory, security, and operational resilience requirements.

Key Responsibilities

• Strategic Service Delivery Leadership: Oversee the end‑to‑end delivery of services, ensuring adherence to SLAs and timely resolution of issues.
• Client and Stakeholder Relationship Management: Serve as the primary point of contact, maintaining client communication and managing expectations.
• Cloud Operational Excellence: Oversee performance, capacity, monitoring, and automation across cloud environments.
• Performance Monitoring & Reporting: Track KPIs, compile performance reports, share updates with stakeholders, and elevate service gaps.
• Process Improvement: Identify inefficiencies, conduct root cause analysis, and implement corrective or continuous improvement initiatives.
• Compliance & Standards: Maintain compliance with internal policies and ensure adherence to industry standards, regulations such as PCI‑DSS, GDPR, ISO standards, and SOC frameworks.
• Team Coordination: Lead and coordinate internal teams and external vendors to ensure resource allocation and quality outcomes.
• Incident & Escalation Management: Manage critical service incidents and escalations, ensuring appropriate communication and rapid resolution.
• Budget & Resource Planning: Monitor budgets, control service delivery costs, and forecast resource needs.
• Service Governance: Conduct regular service reviews with clients and implement SLA governance and quality assurance frameworks.

Qualifications & Skills

• Education & Experience
  • Bachelor’s degree, Master’s preferred, in business, IT, or related field.
  • Professional certifications: ITIL v4, PMP/PRINCE2, Cloud certifications (AWS/Azure/GCP).
  • 7–10 + years in cloud service delivery, operations, or technical program leadership.
  • Fintech or regulated environment experience preferred.
• Technical & Management Skills
  • Multi‑cloud expertise, IAM, DR/BCP, automation, CI/CD, security frameworks.
  • Deep familiarity with service management frameworks such as ITIL and delivery methodologies.
  • Strong analytical capabilities to report on KPIs, budgets, and performance trends.
  • Proficiency with project management tools and systems.
• Leadership & Interpersonal Skills
  • Strong communicator capable of managing stakeholder relationships and client interactions.
  • Demonstrates strong leadership; able to motivate teams and manage cross‑functional dynamics.
  • Proactive problem‑solver with escalation and conflict management abilities.
  • Customer‑centric mindset focused on delivering value and high satisfaction.

Diverse Minds, Shared Ambition At Teciem, we believe that our strength comes from the diversity of our people. Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology. We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow. Here, you can bring your whole self to work, contribute your unique ideas, and be part of a team driven by shared ambition. We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we’re shaping a culture where diversity isn’t just celebrated—it’s essential to our success.

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