Service Delivery Manager, Director at NatWest Group · Chennai

Service Delivery Manager, Director Location: Bengaluru Join us as a Service Delivery Manager, Director In this senior role, you’ll lead and deliver complex technology services at scale You’ll shape and drive the service strategy across our commercial lending technology function to enhance service quality and customer experience. We’ll look to you to steer continuous improvement initiatives, ensuring operational excellence, and embedding stability across our technology landscape. We're offering the role as director level What you'll do As a senior technology leader, you’ll own end-to-end technology service delivery for core commercial lending platforms, ensuring resilience, availability, and rapid incident resolution in line with agreed SLAs and OLAs. You’ll also lead and govern multiple Agile Release Trains (ARTs), managing cross-domain dependencies and optimising delivery flow using SAFe Agile and DevOps principles. You’ll work closely with SROs and technology executives to define measurable service KPIs, performance dashboards, and governance frameworks that drive accountability and transparency. You’ll also be responsible for: Establishing and enforcing comprehensive service delivery frameworks, such as ITIL-based processes, risk management regimes, and compliance controls tailored for commercial lending technology. Driving continuous improvement through data-driven insights, root cause analyses, and proactive capacity planning to meet evolving business and regulatory needs. Managing financial planning, budgeting, and cost optimisation for your service portfolio, ensuring investments deliver measurable business value and technology innovation. Championing automation adoption through monitoring tools and advanced analytics to enhance incident management, change control, and service quality assurance. Acting as the senior escalation point for critical service disruptions, orchestrating cross-functional recovery efforts while balancing rapid response with thorough risk assessment. The skills you'll need We’re looking for someone with expertise in leading technology service delivery, specifically in complex commercial lending or financial services environments at a senior or director level. Ideally, you have a strong background in service management frameworks (ITIL, COBIT) and are experienced in commercial lending platforms and associated technology stacks. We’ll also expect you to have: Proven capability managing large-scale ARTs and driving agile maturity across multiple technology teams using SAFe or equivalent scaled agile frameworks. Demonstrable success working alongside SROs, executive stakeholders, and governance bodies to define, track, and report on service delivery metrics and risk indicators. Deep understanding of technology operations, incident and problem management, change control, and service continuity best practices. Experience in financial stewardship of technology services including budgeting, forecasting, and cost control aligned to business outcomes. Excellent communication skills with the ability to translate complex technical concepts and service performance data into clear, actionable insights for diverse audiences. Hours 45 Job Posting Closing Date: 27/05/2026 Additional Locations: Chennai