Position: Service Delivery Manager

Educational Qualification: Bachelor s Degree in IT/ Computer Education or similar field

Experience range: 10 -12 Years

Employment type: Full-time

Location: Mumbai

At Managed Services, our primary focus is to ensure the GoldenSource application operates seamlessly and supports a smooth Day in the Life process for our clients. This includes delivering timely support and managing critical services such as Level 1 and Level 2 support and ticket management during business hours, Lower Environment Management, and Patch Analysis & Deployment. We recognize that every client implementation is unique and continuously evolving. Through our Premium Services, including Change Request Management, Client Configuration Management, and Business Assistance, we help clients tailor the application to their business needs and maximize the value derived from the platform. We are seeking an experienced Service Delivery Manager (SDM) to lead and manage reference data services within a Managed Services environment. The role is a techno-functional role, involving learning GoldenSource product, tools/technologies. The SDM will use the GS and domain knowledge, to provide end-to-end service delivery, ensure SLA compliance, drive operational excellence, and manage a team of consultants. This role requires close collaboration with client stakeholders, internal product teams, and operations to deliver high-quality, reliable, and effective reference data services.

Key Responsibilities

- Service Delivery Ownership: Lead and manage daily operations of reference data services for one or more client accounts. Ensure delivery of services as per agreed SLAs, OLAs, and KPIs. Monitor service performance, drive continuous improvements, and manage service risks proactively.
- Team Leadership: Manage and mentor a team of data analysts, specialists,



and support engineers across locations (onsite/offshore). Conduct performance reviews, identify skill gaps, and facilitate upskilling and growth.
- Client Engagement: Act as the single point of contact for all delivery-related discussions. Conduct regular service review meetings with clients; manage escalations effectively. Understand client priorities and ensure services align with their evolving business needs.
- Process & Quality Management: Establish and enforce delivery processes, SOPs, and quality standards. Identify automation or optimization opportunities to reduce manual effort and improve turnaround times.

Required Skill Sets
1. 12+ years of total experience, with 5+ years in service delivery or client-facing roles.
2. Strong experience in managing reference data operations (e.g., security master, issuer, pricing, corporate actions).
3. Proven track record of working in a Managed Services delivery model.
4. Excellent team leadership and stakeholder management skills.
5. Strong understanding of data quality, SLAs, service KPIs, and incident/change/problem management.
6. Exposure to financial products, market data vendors (e.g., Bloomberg, Refinitiv, ICE, S&P;), and related tools/platforms.
7. Experience/knowledge of ORACLE or similar RDBMS data management systems, workflow tools, JAVA and application server technologies.

Preferred Skill Sets
- ITIL certification or working knowledge of ITIL service management framework.
- Experience with data management platforms or cloud-based reference data solutions.
- Familiarity with agile ways of working and cross-functional teams.
- CFA/FRM/DAMA certification.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Managed Services Consultant (SDM) (Mumbai)
🏢 GoldenSource
📍 Mumbai