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About the Role

As Service Delivery & Supplier Manager, you will own the end-to-end service lifecycle for D3 and OMS platforms, governing service levels and delivery performance globally. You will define and improve the service delivery framework and governance structures, and manage supplier and technology procurement from sourcing to contract lifecycle and cost optimization. This role requires collaboration with Product, Engineering, Legal, and Customer Success to ensure smooth service operations and supplier relationships, while also shaping scalable frameworks and processes. The ideal candidate is comfortable with governance, operations, and commercial negotiation, with a strong ability to own processes end-to-end.

Responsibilities

Own the end-to-end service lifecycle from solution validation through onboarding, transition, go-live, and BAU, ensuring reliable delivery within a multi-vendor SaaS ecosystem.
Lead service delivery and performance management for D3 platforms, ensuring agreed levels of availability, resilience, stability, and service quality across global environments.
Define and continuously improve the service delivery framework, governance structures, and delivery processes, ensuring effective integration with incident, problem, change, and release management processes.
Govern Service Level Management (SLAs, KPIs, OLAs), including performance monitoring, reporting, escalations, and continuous improvement across clients, internal teams, and external providers.
Attend customer service reviews, governance forums, and service-related escalations and integrate outcomes into the existing processes.
Own operational supplier and outsourcing management, including supplier governance, performance management, escalations, remediation, and continuous improvement.
Own technology procurement and commercial supplier management, including sourcing, supplier selection, negotiations, contract lifecycle and renewals, and cost optimization.
Ensure service delivery and supplier operations adhere to applicable risk, compliance, information security, and audit requirements, maintaining required controls and evidence while supporting the responsible oversight functions.
Drive continuous improvement and evolution of the service delivery and supplier management operating model, leveraging cross-client and operational insights to support scalability, automation, and business growth.

Requirements

Several years of experience in service delivery, service management, or IT operations, ideally within a SaaS or enterprise software environment.
Proven experience owning supplier and vendor management end to end — governance, performance management, escalations, and remediation.
Experience with technology procurement and commercial contract management, including sourcing, negotiation, contract lifecycle, and cost optimization.
Working knowledge of service management practices such as incident, problem, change, and release management.
Experience defining and governing SLAs, KPIs, and OLAs, with a track record of turning performance data into action.
Comfortable engaging directly with clients and stakeholders in governance forums, service reviews, and escalations.
Familiarity with risk, compliance, information security, and audit requirements in a regulated or enterprise environment.
Strong analytical and process-improvement mindset, with experience evolving service and supplier operating models at scale.
Fluency in English is required.

Skills

SaaS
Enterprise software
Supplier management
Vendor management
Technology procurement
Commercial contract management
Sourcing
Negotiation
Contract lifecycle management
Cost optimization
Incident management
Problem management
Change management
Release management
Service Level Management (SLAs)
Key Performance Indicators (KPIs)
Operational Level Agreements (OLAs)
Risk management
Compliance
Information security
Audit requirements
Process improvement
Jira
Confluence
ITIL
ISO 27001
ISAE 3402
SOC 2
Cloud
Infrastructure
Networking
Application/platform environments
Financial markets

Location

London
Hamburg
Singapore

Work Type

Full-time

Experience Level

Several years of experience

Benefits

30 days of annual paid leave
€1,000 yearly budget for further education and professional development

About the Company

DIGITEC Financial Technologies and Services GmbH is a leader in financial technology, developing cutting-edge software solutions for FX/MM pricing, settlement, and market data services.
We serve over 40 prominent banks globally across Europe, America, Asia, and Australia.
Our team of approximately 75 professionals possesses expertise in software development, financial mathematics, sales, and IT systems.
We operate from Hamburg (headquarters), London, and Singapore.
We foster a culture of respect and collaboration, ensuring a welcoming and supportive work environment.

Equal Opportunity

We champion equal opportunities and foster a culture of respect and collaboration, ensuring a welcoming and supportive work environment for all.