Service Delivery Management Specialist

Grade Level (for internal use): 08 Service Delivery Management Specialist (Private Capital Market, Managed Data Services) Overview: We are seeking a highly reliable, strategic, and client-centric Service Delivery Management Specialist to join our Private Capital LP Managed Data Services team within our dynamic SaaS environment. In this role, you will drive seamless service delivery to our key iLEVEL clients, oversee complex private market portfolios, and monitor investment performance while serving as an escalation point and subject matter expert. The ideal candidate is a proactive, strategic problem-solver deeply committed to client success. You take complete ownership of your work - you don't just execute; you look beyond the obvious to drive strategic outcomes and mentor others. This role demands highly structured communication, sharp critical thinking, and the ability to manage complex cross-functional relationships to deliver exceptional results for our institutional clients. What you’ll work on: Strategic Client & Stakeholder Management:   Serve as the primary trusted advisor and main point of contact for key institutional clients, including global LPs and GPs. Act as a strategic liaison across internal teams (data operations, implementations, support, products, and commercial) to ensure seamless service delivery and handle high-level escalations. Data Quality Leadership & Integrity:   Aggregate, review, and perform advanced quality control on the reporting of funds and indirect investments (e.g., Schedule of Investments, Partner Capital Account Statements, Cashflow notices). Troubleshoot complex data anomalies, establish internal controls, and collaborate with teams to maintain strict data integrity. Complex Onboarding & Coordination:   Lead end-to-end client onboarding for large-scale or complex accounts, managing position setup, reporting requirements, documentation, and coordinating seamlessly with external fund managers. Advanced Problem Solving & Escalation Ownership:   Own high-level client inquiries and escalations regarding fund data and underlying portfolios. Ensure proactive follow-up, analyze root causes of complex issues, and surface scalable solutions that exceed SLAs. Operational Excellence:   Oversee the document workflow from initial receipt through final validation. Leverage various integrated tools and platforms to streamline operations, tighten data controls, and design workflow improvements. Continuous Improvement & Project Leadership:   Continuously identify process bottlenecks, recommend and implement operational enhancements, and strengthen cross-team collaboration. Lead ad-hoc projects and provide guidance or mentorship to junior team members to elevate the overall client experience. What we look for:

2 -4 years in client service, operations, or a SaaS delivery environment, demonstrating a track record of handling complex accounts and escalations. Domain Knowledge (Preferred):   Exposure to financial services, SaaS, private markets, or capital markets is highly preferred. Experience with enterprise solutions, data vendor platforms, or portfolio monitoring software (like iLEVEL) is highly beneficial. A Bachelor's degree in finance, economics, or accounting is a strong advantage. Mindset & Work Ethic:   Reliable, accountable, and dedicated to doing what is best for the client. You take full ownership of your deliverables, consistently follow through, and act as a standard-setter for the team. Communication:   Crisp, clear, and structured communication. You are highly comfortable speaking with key clients frequently and translating complex scenarios into clear, actionable insights. Critical Thinking & Leadership:   Strong analytical skills. You can effectively manage multiple high-stakes priorities, dig into root causes, develop creative solutions in a fast-paced environment, and guide others in problem-solving. Cross-functional Collaboration:   Proven