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About the Role
Establish and lead a consistent, insight-led approach to service delivery and reporting across a network of partners and intermediary clients. This role involves shaping frameworks, reporting standards, and governance practices to support client-facing and internal reporting, and to measure, manage, and improve service performance.
Responsibilities
- Define and maintain consistent SLA frameworks across partners and intermediary clients.
- Collaborate with Technology, Legal, and Relationship Management teams on SLA design, updates, and reporting.
- Produce accurate, recurring service reports for internal leadership, governance forums, and customers.
- Improve data quality, reporting automation, and governance processes across the department.
- Act as the primary link between the department and the Relationship Management team on service performance and delivery.
- Provide service reports, insights, and support for customer-facing discussions and governance meetings.
- Coordinate contractual deliverables such as attestations, reports, and other documentation.
- Oversee service performance risks and drive improvements through trend analysis and escalation.
Requirements
- Minimum of 5 years’ experience in Service Delivery, IT Service Management, or related roles within financial services, SaaS, or managed service environments.
- Strong knowledge of ITIL principles, SLA management, and service governance processes.
- Demonstrated experience in preparing executive-level and customer-facing reports.
- Excellent communication and presentation skills with the ability to engage both technical and business stakeholders.
- Experience managing multi-client or white-label service environments.
- Familiarity with regulated financial or trading environments.
- Working knowledge of contract management or vendor governance.
- Experience in process automation or service reporting optimisation.
Skills
- Excel
- Power BI
- ThoughtSpot
Experience Level
- Minimum of 5 years’ experience
About the Company
- CMC Markets is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
Equal Opportunity
- CMC Markets is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.