Service Delivery Lead- Senior Manager

About the Opportunity   Job Type: Permanent

Final date to receive applications: 15 May 2026

Job Description

Title  Service Delivery Lead
- Senior Manager
Department  Workplace Investing
- Service Delivery
Location  Gurgaon /Bengaluru
Reports To  Associate Director - Regional Service and Support Lead
Level  6

We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this By working together - and supporting each other - all over the world. So, join our [insert name of team/ business area] team and feel like you're part of something bigger.

Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

Within the Workplace Investing department, the Service Delivery team is a client facing team responsible for providing services to Defined Contribution full service pension administration clients and Trustees. We represent all aspects of the relationship beyond the investment process, especially, but not limited to, operations and administration. We are a dynamic team committed to providing the best client services in a demanding and evolving market place and a core contributor to the development of the client relationship and Fidelity's business goal of retaining and developing every client we win.

The SDL is the FIL expert on their portfolio of Schemes internally. The SDL is a key contributor to the development and ongoing maintenance of the client relationship while supporting Fidelity's business goal of retaining and developing our clients.

Client service - owns the operational client relationship, work closely with the Service Delivery Managers, Operational teams and the Relationship Directors in delivering an excellent service to our clients. Pro-actively manages and oversees all aspects of client administration and is responsible for any service provided by other internal support functions. Sets client expectations realistically and competitively.
Compliance - ensures our administration is compliant with pension's regulation and legislation, is adhering to Fidelity International's product spec and that the operational areas understand the contractual terms agreed with each client and escalating any non-compliant areas to the management team.

Acting as gatekeeper to ensure that any bespoke service requests are escalated to the relevant forum for a decision and that client expectations are managed proactively.
Governance - is responsible for ensuring the Scheme information in the Administration Manuals and Scheme Rules database is accurate and up to date.

Owns the client management of Scheme complaints, errors and breaches and corrective actions.
Audits - manages the Scheme audit, works closely with the Service Delivery Managers to ensure that the audit runs smoothly and to timescale
Develop client relationships - to include annual service reviews and face-to-face meetings as required. These meetings will involve presenting to the client Fidelity's full service operational offering, including scheme specific statistics and data, department structure, processes and controls. The individual may be responsible for agenda setting and hosting the meeting.
Process management - identify and where possible modify processes to improve operational efficiency or client service  the voice of the client in projects and business planning to identify and participate in operational efficiency improvement and continual improvement of the service model. Ensure that clients are aware of any process changes that impact our interaction.
Reporting - delivers the quarterly Administration Reports to clients, bringing the document to life by understands the clients focus and priorities.
Regular review meetings - leads required operational review meetings with clients, Service Delivery Managers and Relationship Director where appropriate build rapport, trust and confidence through knowledge, control, ownership, action and proactive management of all internal and external stakeholders.
Product - understand the full array of Fidelity products and services, specifically, but not restricted to the Workplace Investing arena. Examples would be services related to all aspects of the defined contribution pension schemes and Fidelity funds offered to such schemes

Leading by example - demonstrating positive behaviours/leading by example, proactive in helping other team members, high level of collaboration with other SD team members and other teams interacted with,…