Client Service Delivery Director

Overview

The Wilmington Trust Institutional Services (IS) division is experiencing rapid business growth and has initiated a strategic program of continuous improvement to support the growth objectives. The goals of the program are to reduce operational issues and risks by standardizing processes, implementing best‑practices in key areas, and adding new governance and control functions.

In alignment with this program, we are seeking a Service Delivery Director to represent the IS business in governing key operational processes across multiple IS-specific or shared operating units, with an end goal of delivering high quality services to IS clients with minimal operating issues. Initial areas of focus include Service Delivery (Service Level, Service Financial, Capacity and Availability Management) and Service Support (Incident, Problem, Monitoring Management) Management.

You will work closely with business line leaders, technology, operations, risk and compliance teams to centrally govern the E2E operations of the IS business with an initial focus on improving operating risk and controls. This role will start out as a senior individual contributor and may eventually grow into a team to cover the depth of each operational governance area, and will be mainly accountable to Institutional Services client needs.

• Service Level Management – Monitor existing formal SLAs provided by shared operating teams and alert management to the impacts of SLA breaches. Author or improve new SLAs where gaps exist in quality (i.e. cycle time SLA breaches) or scope (i.e. the addition of error‑rate SLAs).
• Service Financial Management – Monitor existing indirect expenses from shared operating teams and ensure costs are justified.
• Capacity Management – Build and implement a common business demand model that drives multiple downstream operating teams and systems to provide the necessary future capacity for handling business growth.
• Availability Management – Publish official IS business hours of operation and ensure downstream operating teams and systems can support the planned availability. Engage in the problem management process to prioritize initiatives that minimize unplanned availability.
• Incident Management – Primary point of contact and coordinator for atypical and critical business incidents. Monitor and govern the IT incident process to ensure SLAs are being met and to reduce incidents per transaction.
• Problem Management – Govern the IS RCA process and author RCAs for high‑priority operating problems. Identify lessons learned across the business and aid in the prioritization and execution of the highest priority findings and remediation plans.
• Monitoring Management – Build and publish central operating reports focused on operating volumes, error rates, incidents, problems, control breaches, and RCA action items.

The position requires substantial interaction with internal contacts at senior management level, as well as external contacts to obtain pertinent information and serves as liaison between department and other business units on various projects. The jobholder is responsible for overall coordination and management of projects and for concurrently managing large‑scale projects, including daily supervision of project participants.

• Bachelor’s degree and a minimum of 5 years’ business, analytical, technical and/or product operations experience, or in lieu of a degree, a combined minimum of 10 years’ higher education and/or work experience, including a minimum of 6 years’ business, analytical, technical, and/or product operations experience.
• Proven experience in Service Delivery Management within corporate trust, capital markets, transaction banking, or commercial banking contexts.
• Strong stakeholder management, vendor management, contracting, communication, and problem‑solving skills.
• Understanding of business and technical operations frameworks (with depth in at least one), such as ITIL, APQC, Lean/Six Sigma, and/or COBIT, including definition, measuring, and continuous improvement of SLAs, KPIs, and KRIs.
• Strong business analysis,…