Senior Account Service Delivery Manager (Banking Sector)

Job Description:

Job Description: Senior Account Service Delivery Manager (Banking Sector)

Job Overview

The Senior Account Service Delivery Manager (ASDM) serves as the primary Vendor Account Executive and Delivery Head for a strategic banking client. This leadership role owns the end-to-end delivery of both Software Development and IT Operations teams.

The role manages a complex, layered structure where both development and operations streams have their own dedicated Team Leads and Managers. Delivery utilizes a hybrid model balancing Onshore/Offshore resource optimization with Agile/Waterfall delivery frameworks.

Key Responsibilities

Account & Vendor Governance (Primary Interface)

• Client Relationship: Act as the single point of accountability for the bank’s executive IT leadership, running weekly, monthly, and quarterly performance steering committees.
• Financial Management: Manage the account P&L, resource forecasting, and contract renewals or extensions (SOWs/CRs).
• Escalation Management: Act as the ultimate vendor escalation path for delivery delays or critical operational incidents.

People Leadership & Delivery Model Management

• Layered Leadership: Direct and mentor a direct-report tier of Development Managers and Operations Leads who oversee daily execution.
• Onshore/Offshore Orchestration: Manage a hybrid shoring model, optimizing high-touch onshore presence for client requirements alongside cost-effective offshore delivery hubs.
• Resource Optimization: Ensure smooth handovers, effective communication tools, and overlapping schedules between geographical locations.

Methodological Governance (Hybrid Agile & Waterfall)

• Waterfall Delivery: Govern long-term, compliance-driven core banking migrations or platform integrations requiring strict milestone tracking and rigid scope control.
• Agile Engineering: Drive continuous integration, sprint planning, and rapid feature releases for digital channels (mobile, web) via dedicated Scrum teams.
• Hybrid Synchronization: Ensure fast-paced Agile sprint releases map cleanly into the bank's strict, Waterfall-governed release windows without creating production drift.

Production Operations & Service Level Agreements (SLAs)

• SLA/KPI Compliance: Enforce 99.9%+ availability targets across all vendor-supported banking systems and application pools.
• Incident Lifecycle: Provide high-level governance during critical application outages, ensuring internal team leads execute prompt root-cause analysis (RCA).
• Continuous Improvement: Implement Service Improvement Plans (SIPs) to address systemic performance or code quality issues reported by the operations arm.

Risk, Security & Regulatory Compliance

• Banking Standards: Ensure all delivered software and operational processes strictly comply with central bank guidelines, financial data privacy regulations, and audit requirements.
• Contractual Risk: Proactively identify and manage technical, operational, or legal delivery risks to avoid vendor penalties or SLA credit payouts.

Qualifications & Skills

Experience & Education

• Education: Bachelor’s degree in Computer Science, Information Systems, Business Administration, or equivalent experience.
• Experience: 15+ years of IT delivery experience, with 5+ years leading multi-million dollar vendor accounts inside a retail or corporate commercial banking environment.
• Leadership Scope: Proven track record of managing a team-of-teams structure (managing through subordinate managers) across multi-country (onshore/offshore) setups.

Frameworks & Certifications (Highly Preferred)

• Service Management: ITIL v4 (Managing Professional level).
• Project Management: PMP (Waterfall methodologies) and PMI-ACP or SAFe (Agile scaling frameworks).

Technical & Soft Skills

• Banking Domain: Broad comprehension of core banking components, payment rails, clearing houses, and security standards (OWASP, data encryption).
• Vendor Expertise: Strong contract interpretation skills, negotiation abilities, and commercial awareness.
• Communication: Masterful communication skills to seamlessly translate deep technical issues into plain business risks for bank directors.

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