Service Delivery Manager

Overview

Lead Service Delivery for Pico's global book of work, owning complex client projects, delivery strategy and the link between delivery execution and revenue realization.

What you'll do

• Own and evolve the Service Delivery strategy, ensuring delivery execution supports the company growth strategy, scalable operations, and improved client outcomes
• Lead delivery transformation initiatives, including automation and tooling (e.g., portals and automated workflows) to improve efficiency, transparency, and scale
• Drive process maturity improvements by defining and embedding standards, governance, and repeatable workflows to increase delivery predictability
• Own key delivery and financial outcomes across the global BOW, including forecast accuracy, delivery predictability, and time to revenue, partnering with Sales, Product, and Finance to support revenue realization and margin protection
• Provide senior people leadership and own delivery culture and standards, including setting delivery discipline, defining escalation norms, and establishing an accountability model across internal and external stakeholders
• Lead and act as subject matter expert on assigned projects
• Build strong and independent relationships with assigned client(s) to onboard key details and data on the client environment, dependencies, plans and goals to embed KYC as part of the account team
• Liaise with clients and technical teams to define project deliverables and deliver complex solutions for global clients, including requirements-gathering sessions and documenting assumptions, decisions, risks, and actions
• Lead internal team(s) to prioritize approved project work based on strategic importance, tasks outstanding, obstacles or barriers, budgets, resources and deadlines
• Create and maintain regular proactive communications (verbal and/or written) to ensure effective delivery, project risk mitigation and traceability with client's key stakeholders and resources
• Create, maintain and share project plans
• Drive calls and written communications with clients and act as key touchpoint for ongoing activity
• Lead project planning calls and written communication with Engineering teams (Network, Systems, Data Center and Implementation)
• Navigate the organization effectively to deliver each component of complex projects while holding internal resources accountable for their deliverables and managing clients for their inputs
• Make necessary decisions to prioritize elements of projects based on critical paths, tasks outstanding, key dependencies, and/or obstacles or barriers to successful delivery and recognition of revenues
• Evaluate all key project deliverables, as well as final product, to ensure traceability of requirements and customer acceptance
• Translate requirements into plans, presentations, or specification documents for review with clients and management and for use by Sales
• Complete the "permit to operate" process to hand over large client initiatives to Service Operations
• Collaborate with client on overall book of work to drive visibility and prioritization to support client in achieving business goals

What you'll need

• Highly driven, results oriented, "no detail too small" individual with a commitment to excellence and self-learning
• Strong organizational and time management skills with the ability to work autonomously and as a team player
• Ability to manage multiple streams of work, with potential for changes in priorities, while maintaining high quality standards
• Financial market awareness including areas such as market participants, trading, market data and regulatory themes
• Strong commercial acumen, with experience partnering with Sales, Product, and Finance to drive revenue realization and margin protection
• Expertise in establishing delivery operating models, standards, and metrics to support predictable, scalable execution
• Advanced stakeholder management and escalation leadership across complex, multi-party environments
• Highly developed decision-making skills, balancing client outcomes, delivery risk, commercial objectives, and operational capacity
• Experience driving transformation initiatives, including process maturity improvement, tooling adoption, and operational efficiency
• Technology-minded with foundational understanding of Hosting/Network/Systems/Cloud/Software/IT Operations and their interoperation
• Excellent written and verbal communication skills and ability to engage with senior management and sensitive clients
• Strong proficiency in MS PowerPoint, Excel, Word and MS Project

Nice to have

• Ideally 10+ years' relevant experience including PMP, Prince2 or PSM certification

Details

• Hybrid position with weekly time in the office and flexibility to work from home
• Travel may be required from time to time, not expected to be regular or frequent
• Shift 5 days per week, Tuesday to Saturday
• Weekday hours (Mon-Fri) 19:30 to 04:00
• Weekend hours 19:30 to 04:00
• Occasional weekend work needed to support internal and external migration work
• Will work whatever hours are necessary, across multiple jurisdictions including EMEA, USA and APAC