District Field Service Supervisor at Solventum leading service operations and ensuring customer satisfaction through effective team management and productivity improvement.
About the role
- Service Delivery Manager responsible for managing service delivery operations in a fast-paced fintech environment. Leading incidents, coaching teams, and optimizing service performance with strong customer engagement.
Responsibilities
- Act as the primary escalation point for customers across incidents, service requests and operational issues, ensuring timely resolution and clear accountability.
- Lead Major Incidents end‑to‑end, coordinating internal teams and third‑party providers through to resolution.
- Own customer communications during incidents, providing clear, accurate and timely updates to maintain confidence and transparency.
- Coach, mentor and support Service Analysts, improving investigation quality, incident ownership and customer communication standards.
- Ensure consistent application of Incident, Problem and Change Management processes in line with ITIL best practices.
- Lead Root Cause Analysis (RCA) activities, ensuring corrective and preventative actions are clearly defined, owned and driven through to completion.
- Support and coordinate Change activities, including risk assessment, internal alignment and customer notifications.
- Work closely with the Head of Service Management to optimise service processes, tooling and operational maturity.
- Drive continuous improvement initiatives by analysing incident trends, service data and customer feedback.
- Ensure service teams fully understand customer SLAs and operational commitments and actively manage adherence to those SLAs.
- Monitor service performance, proactively identify risks to service levels and implement mitigation actions.
- Conduct regular Service Review Meetings with customers, covering incidents, service performance, trends and improvement plans.
- Build strong, trusted relationships with customer stakeholders and act as a key service partner.
- Collaborate with Engineering, Product, Infrastructure and external vendors to improve system reliability and service quality.
Requirements
- Proven experience in a Service Delivery Manager or senior service operations role within software, SaaS or managed services environments.
- Strong working knowledge of ITIL processes, including Incident, Problem and Change Management (certification preferred).
- Demonstrated experience leading Major Incidents and managing executive‑level and customer escalations.
- Strong customer communication and stakeholder management skills, including running Service Review Meetings.
- Experience coaching and developing service or support teams.
- Ability to work calmly and decisively under pressure in high‑impact situations.
- Strong organisational and coordination skills across multiple teams and priorities.
Benefits
- Flexible work arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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