Senior Account Service Delivery Manager (Banking Sector)

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.

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