Service Delivery Director

4 days ago


Stockholm, Stockholm, Sweden FNZ Full time

The Service Delivery Director plays a pivotal role in driving exceptional service delivery and fostering strong relationships with key clients. This position requires a deep understanding of client needs and a commitment to maintaining high levels of customer satisfaction. The ideal candidate will possess excellent communication skills, both internally and externally, and be able to effectively influence and lead internal teams to deliver outstanding client outcomes.

About the Role

This role is located in Stockholm, Sweden, and reports directly to the Senior Service Delivery Manager, Nordic & Baltics, based in Helsinki, Finland. Key responsibilities include:

  • Maintenance of customer satisfaction levels above an acceptable threshold
  • Ensuring adherence to all key service delivery metrics, including SLA/KPI and contractual compliance
  • Leading and managing monthly Service Review meetings and KPI reporting
  • Negotiating client Service Level Agreements and ensuring governance forums are in place

Requirements

To succeed in this role, you will need:

  • Strong relationship management experience within Financial Services, particularly in the Nordic securities market
  • Operational knowledge and technical understanding of post-trade services
  • Solid communication skills, both internally and with clients
  • Prioritization and delegation skills, with a sense of urgency

About FNZ Culture

FNZ's culture is built on four core values: Customer obsessed for the long-term, Think big and make an impact, Act now and own it all the way, and Challenge, commit and win together. We strive to create a culture that fosters growth, teamwork, and diversity of thought.


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