Let’s be #BrilliantTogether

The Service Delivery Manager for IT and Data Services is a specialized role within the organization and is responsible for overseeing the end-to-end delivery of index data and Technology services, ensuring high-quality service, efficient processes, and alignment with business goals. The SDM will lead a cross-functional integrated team, ensuring service delivery operations meet agreed-upon SLAs, KPIs, and regulatory requirements.

This role plays a key part in bridging business needs and technology capabilities, ensuring smooth delivery and continuous improvement in services

Responsibilities

Service Delivery Management: Oversee end-to-end delivery of index data and technology services, managing the full service lifecycle (change management, incident resolution, problem management, and service requests) while ensuring quality standards, meeting Service Level Objectives, and driving continuous improvement through service reviews.

Stakeholder Management: Lead monthly reviews with key stakeholders to present performance metrics, gather feedback, and drive structured service improvements while acting as a liaison between the Index Service Department and the business to translate needs into technical requirements, fostering strong relationships with internal (Platform Engineering, Application Development) and external (Index Ops, Index Engineering Leadership) partners.

Operational Excellence: Ensure adherence to service processes, standards, and governance for consistent service outcomes using data-driven performance scorecards, while proactively identifying opportunities for process improvement, automation, and efficiency; oversee incident lifecycle management to minimize downtime and maintain application availability, and implement proactive problem management to address recurring issues with remedial measures.

Team Leadership & Development: Lead and mentor a cross-functional service delivery team by setting goals, providing regular feedback, conducting performance evaluations, and ensuring adequate resourcing, training, and professional development.

Risk & Compliance Management: Ensure all services comply with regulatory requirements, including data privacy, security, and compliance standards, while proactively assessing and mitigating risks through strategic planning, process management, and oversight.

Continuous Improvement: Drive continuous improvement initiatives using data and stakeholder feedback to enhance service delivery, efficiency, and customer satisfaction while staying updated on industry best practices and emerging trends to keep the service delivery model competitive.

Required Qualifications

Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field

8-10 years of experience in IT Service Delivery with a strong background in data services or technology management and proven experience managing large-scale technology operations, particularly in a data-driven environment

ITIL Foundation certification or equivalent knowledge required

Strong understanding of index data services, financial technology platforms, and Cloud Infrastructure (GCP, AWS, Azure)

familiarity across database management and data integration technologies

A customer-first mindset, with a proven track record of delivering exceptional service experiences

Preferred Qualifications

Broad understanding of DevOps principles, Site Reliability Engineering, Observability platforms (Datadog, Splunk, Grafana etc.), IaC and CI/CD practices

Knowledge of regulatory requirements within the financial services space as well as quality control methodology (Cobit etc.)

#LI-RH1 #STOXX #MIDSENIOR #IT

What you can expect from us

Our people are the moving force behind ISS STOXX. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being. 

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another. 

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. 

STOXX® and DAX® indices comprise a global and comprehensive family of more than 17,000 strictly rules-based and transparent indices. Best known for the leading European equity indices EURO STOXX 50®, STOXX® Europe 600 and DAX®, the portfolio of index solutions consists of total market, benchmark, blue-chip, sustainability, thematic and factor-based indices covering a complete set of world, regional and country markets. STOXX and DAX indices are licensed to more than 550 companies around the world for benchmarking purposes and as underlyings for ETFs, futures and options, structured products, and passively managed investment funds. STOXX Ltd., part of the ISS STOXX group of companies, is the administrator of the STOXX and DAX indices under the European Benchmark Regulation. 

Visit our website: https://www.issgovernance.com       

View additional open roles: https://www.issgovernance.com/join-the-iss-team/      

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”).  All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.